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For Companies At a Glance
- Tasks: Own the communication strategy for BaaS products, ensuring clear updates during incidents.
- Company: Join NatWest Boxed, a leader in banking innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on using AI to enhance communication.
- Why this job: Make a real difference by improving customer communications during critical moments.
- Qualifications: Exceptional writing skills, experience in high-pressure environments, and a knack for simplifying complex info.
The predicted salary is between 45000 - 55000 £ per year.
Join us as an Operations Senior Comms Analyst. This is an opportunity to make a positive impact on our customers and colleagues, as you deliver clear communications and business updates. You’ll be working with key stakeholders across NatWest Boxed.
What you'll do
- Take full ownership of the end-to-end communication strategy for end customers of our BaaS products, ensuring they receive clear, empathetic, and timely updates during incidents or technical service disruptions.
- Draft and execute all messaging for end customers of our BaaS products during live incidents, working with Incident Managers to translate complex issues into simple, jargon-free information.
- Collaborate with Content Designers and Risk colleagues to build and maintain a library of pre-approved, compliant communication templates.
- Partner with colleagues to explore and apply AI skills to improve the speed and quality of drafting incident-specific communications.
- Coordinate the delivery of notifications across multiple digital channels, ensuring the right message reaches the specific subset of impacted customers.
- Support the wider team in the delivery of service communications, ensuring end customers are kept informed of planned changes or platform enhancements.
- Navigate internal sign-off processes rapidly during live incidents, ensuring all messaging meets our risk and legal standards.
- Participate in post-incident reviews to provide insights on customer messaging performance and identify areas for improvement in tone and timing.
The skills you'll need
- Exceptional writing & translation skills with the ability to write clear, empathetic copy under pressure, turning 'tech-speak' into relatable info for end customers.
- Experience collaborating with Content Designers and Risk teams to ensure messaging is both effective and compliant.
- Proven ability to work in high-pressure, fast-paced environments where quick thinking and logical impact analysis are essential.
- A proactive interest in using AI tools and mass-communication platforms (like Iterable) to enhance content drafting efficiency.
- Experience of analysing and using performance data.
- The ability to convey information in a simple and understandable way.
- An understanding of contact centre operations and performance metrics.
- Microsoft Office skills, including Excel.
Operations Senior Comms Analyst in Manchester employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Senior Comms Analyst in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to the role. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Showcase your personality! When you get the chance to meet potential employers, let your enthusiasm shine through. They want to see how you’d fit into their team culture.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your genuine interest in the position. Plus, it’s a great way to reiterate why you’re the perfect fit!
We think you need these skills to ace Operations Senior Comms Analyst in Manchester
Some tips for your application 🫡
Show Off Your Writing Skills: Since this role is all about clear and empathetic communication, make sure your application showcases your writing prowess. Use simple language and avoid jargon to demonstrate your ability to translate complex ideas into relatable content.
Tailor Your Application: Take the time to customise your CV and cover letter for the Operations Senior Comms Analyst position. Highlight relevant experiences that align with the job description, especially those involving collaboration with Content Designers and Risk teams.
Be Ready for Pressure: This role requires quick thinking in high-pressure situations. In your application, share examples of how you've successfully managed tight deadlines or challenging scenarios, showcasing your ability to stay calm and deliver under pressure.
Use Our Website to Apply: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves, and you can easily keep track of your application status!
How to prepare for a job interview at NatWest Group
✨Know Your Audience
Before the interview, take some time to understand who you'll be speaking with. Research the company culture at NatWest Boxed and think about how your communication style can align with their values. This will help you tailor your responses and show that you're a great fit for the team.
✨Showcase Your Writing Skills
Since this role requires exceptional writing skills, prepare examples of your previous work where you've translated complex information into clear, relatable content. Bring along samples or be ready to discuss specific instances where your writing made a positive impact during high-pressure situations.
✨Demonstrate Your AI Savvy
With a proactive interest in using AI tools being essential for this role, come prepared to discuss any experience you have with AI in communications. Share how you've used technology to enhance your drafting efficiency or improve customer messaging, as this will highlight your forward-thinking approach.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle live incidents and communicate effectively under pressure. Think of examples from your past experiences where you successfully navigated similar challenges, and be ready to explain your thought process and the outcomes.