Communications Effectiveness Manager

Virgin Money UK; Glasgow; Hybrid; GBP 38,000 - 48,000; Full time

Job summary

A well-known financial institution is looking for a skilled professional in Brand & Marketing to design and implement frameworks for effective customer communications. The role involves assessing communication performance, collaborating across departments, and driving improvements. Ideal candidates will have experience in developing frameworks, strong stakeholder management skills, and knowledge of regulatory requirements. This position offers a hybrid work model, a competitive salary, and comprehensive benefits including 25 days holiday.

Benefits

25 days holiday, increasing over time

Private medical insurance

Competitive pension

Performance-related bonus

Training and development

Flexible benefits scheme

Life assurance

Up to 2 days paid volunteering

Qualifications

• Strong experience in developing frameworks or policies, ideally in Financial Services.
• Solid understanding of customer communications and effectiveness assessment.
• Ability to work independently and drive change.

Responsibilities

• Designing and implementing a framework to measure customer communications effectiveness.
• Collaborating with stakeholders to improve customer communications.
• Monitoring performance of communication channels.

Skills

Stakeholder management

Communication skills

Data analysis

Proactive mindset

Knowledge of regulatory requirements

Job description

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Business Unit: Brand & Marketing

Salary Range: £38,400 - £48,000 per annum DOE + benefits

Location: Hybrid with regular travel to Glasgow or Newcastle HUB

Contract Type: Fixed term circa 12 months

Our Team

Brand & Marketing is leading the charge to disrupt our industry and turn banking on its head. We know that money is a big deal - so much more than a set of products and services. Driven by our purpose, we come to work every day for that reason: Banking - but fairer, more rewarding and for the good of society. The work will be challenging and the deadlines sometimes tough. But when our purpose is combined with the right people, the impact is powerful. And we can have fun doing it.

What you’ll be doing

• Designing and implementing a robust framework to measure the effectiveness of customer communications and ensure they deliver good outcomes.
• Working across the bank to assess how well communications meet customer information needs and regulatory expectations.
• Monitoring the performance of communication channels to ensure they remain effective and relevant.
• Establishing and leading a cross‑functional forum to review communication effectiveness and identify opportunities for improvement.
• Collaborating with stakeholders across Brand & Marketing, Compliance, Product, and Risk to embed a culture of continuous improvement in customer communications.
• Providing insight and reporting to senior stakeholders on communication performance and customer outcomes.
• Staying up to date with regulatory expectations and industry best practices in customer communications.

We need you to have

• Strong experience in developing and embedding frameworks or policies, ideally within Financial Services.
• A solid understanding of customer communications and how to assess their effectiveness.
• Experience working with data and insights to drive improvements.
• Excellent stakeholder management and influencing skills, especially at senior levels.
• A proactive, inquisitive mindset with the ability to work independently and drive change.
• Strong written and verbal communication skills, with the ability to present findings clearly and persuasively.
• Knowledge of regulatory requirements related to customer communications (e.g. Consumer Duty).

It’s a bonus if you have but not essential

• Experience in customer journey mapping or customer experience measurement.
• Familiarity with assurance or audit processes.

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance‑related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.