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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 and customer service.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real difference by delivering impactful communications to customers.
- Qualifications: Exceptional writing skills, experience in high-pressure environments, and AI tool interest.
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 information 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 employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Senior Comms Analyst
✨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
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 that you can translate complex ideas into relatable content.
Tailor Your Application: Don’t just send a generic CV and cover letter! Tailor your application to highlight your experience with communications, especially in high-pressure situations. We want to see how you’ve handled similar challenges in the past.
Highlight Collaboration Experience: This role involves working closely with various teams, so be sure to mention any past experiences where you collaborated with content designers or risk teams. Show us how you can work well with others to create effective messaging.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at NatWest Group
✨Master the Communication Strategy
Before your interview, make sure you understand the end-to-end communication strategy for BaaS products. Be ready to discuss how you would draft clear and empathetic messaging during incidents. Think about examples from your past experiences where you simplified complex information for customers.
✨Showcase Your Collaboration Skills
Highlight your experience working with Content Designers and Risk teams. Prepare specific examples of how you've collaborated in the past to create compliant and effective messaging. This will demonstrate your ability to work well with others and ensure that all communications meet necessary standards.
✨Demonstrate Quick Thinking
Since this role involves high-pressure situations, be prepared to discuss how you handle stress and make quick decisions. Share instances where you successfully navigated tight deadlines or rapidly changing circumstances, especially in relation to customer communications.
✨Embrace AI Tools
Familiarise yourself with AI tools and mass-communication platforms like Iterable. Be ready to talk about how you’ve used technology to enhance content drafting efficiency. Showing a proactive interest in these tools will set you apart as a forward-thinking candidate.