The Experience Communications role is responsible for designing and delivering a delightful engagement with customers that enhance the overall experience, build stronger relationships, and drive customer loyalty
Job Summary
The Experience Communications role is responsible for designing and delivering a delightful engagement with customers that enhance the overall experience, build stronger relationships, and drive customer loyalty.
The role will ensure service and relationship-building communications are clear, empathetic, and aligned with CX and Brand principles, while also supporting business growth through nurturing, retention, growth and loyalty initiatives.
Lead and manage a team of 3rd party service providers, monitor and analyze the impact of Service / Interaction Artifacts to the overall customer experience and measure its effectiveness in supporting retention, portfolio, growth, and loyalty metrics.
Matching Summary
The Experience Communications role is responsible for designing and delivering a delightful engagement with customers that enhance the overall experience, build stronger relationships, and drive customer loyalty.
Skills & Requirements
Must-have
design and deliver customer engagement
safeguard brand voice and simple language
manage communications platforms
lead third-party service providers
customer journey analysis
multi-channel communications platforms
Nice-to-have
healthier, longer, better lives ambition
purpose-led brand positioning
nurturing and retention initiatives
collaborating with cross-functional stakeholders
Key Requirements
Bachelor’s degree in Communications, Marketing, Sales, or related
7-10 years experience in communications, CX, or marketing
Financial services, insurance, or related industry experience
Experience managing small teams
Strong understanding of Customer Experience Principles