AI-Driven Customer Communications Content Lead

OLIVER - North America; Birmingham; Híbrido; GBP 42 000 - 65 000; Tempo integral

Resumo da oferta

OLIVER in Birmingham seeks an Assistant Communications Content Manager to own the end-to-end content development process, shaping briefs, writing and editing communications, and ensuring governance and approvals across customer channels.

You will work in a multidisciplinary squad, partnering with an Assistant Communications Delivery Manager to align on content strategy, while focusing on Consumer Duty, accessibility and effective use of digital channels in a regulated financial services

Qualificações

• Experience in communications or marketing to create, update or govern customer-facing content to a high standard.
• Strong writing and editing skills – produce clear, concise copy and adapt tone for different channels.
• Knowledge of email, print, SMS and digital messaging – including accessibility, content hierarchy, limits and CTAs.
• A customer-first mindset: clarity, fairness and reducing customer effort.
• Confident stakeholder skills – ask thoughtful questions and translate requirements into outcomes.
• Attention to detail: balance customer needs, brand standards and risk with delivery timescales.
• Familiarity with governance, regulatory or risk frameworks in a regulated environment; financial services experience is an advantage.
• Continuous-improvement mindset — curious about customer insight and new ways to improve content.
• Comfortable working in multidisciplinary teams and building relationships with internal and external partners.
• Proficiency with Gen AI tools relevant to content and communications to enhance output.

Responsabilidades

• Create and improve customer communications across email, letters, SMS and digital messaging — producing clear, accurate, well-structured copy that reflects Client’s brand standards and best-practice principles.
• Shape briefs from the outset, working with stakeholders and squads to agree the right communication approach, balancing customer needs, channel capabilities and delivery timescales.
• Manage the end-to-end content development process — from brief to approval — ensuring all communications meet governance, regulatory, risk and assurance requirements, with complete records and approvals in place.
• Apply Consumer Duty principles to every piece of content, making sure communications are fair, accessible and explicit about what customers need to do next.
• Identify opportunities to simplify content, reduce avoidable communications and make better use of digital channels, while maintaining or improving customer outcomes.
• Partner with product, proposition and service teams to connect communications to the wider customer journey and Client’s strategic priorities.
• Use internal insight and external market knowledge to improve communication effectiveness and identify opportunities to innovate.
• Contribute to planning, prioritisation, delivery and continuous improvement as part of a multidisciplinary, cross-functional squad.
• Build trusted relationships with internal stakeholders, agencies and suppliers to support clear accountability and high-quality delivery.
• Champion high standards within the Centre of Excellence — share knowledge, embed consistent ways of working and help raise practice across teams.

Conhecimentos

Content governance

Writing

Editing

Stakeholder management

Omnichannel

Gen AI tools

AI workflows

Attention to detail

Financial services

Problem solving

Descrição da oferta de emprego

OLIVER in Birmingham seeks an Assistant Communications Content Manager to own the end-to-end content development process, shaping briefs, writing and editing communications, and ensuring governance and approvals across customer channels.

You will work in a multidisciplinary squad, partnering with an Assistant Communications Delivery Manager to align on content strategy, while focusing on Consumer Duty, accessibility and effective use of digital channels in a regulated financial services