Content Strategist: Customer Communications & AI-Driven CX

Oliver Agency; Greater London; On-site; GBP 42,000 - 62,000; Full time

Job summary

OLIVER, part of The Brandtech Group, seeks an Assistant Communications Content Manager to own end-to-end content development within the Customer Communications Centre of Excellence. You’ll shape briefs, write and edit communications, and manage approvals to deliver customer‑centric outcomes.

You’ll work in a multidisciplinary squad, collaborating closely with an Assistant Communications Delivery Manager to balance strategy and technical build, ensuring governance and impactful customer

Qualifications

• Experience in communications, marketing, CRM, digital or customer servicing.
• Strong writing and editing skills with ability to adapt tone across channels.
• Knowledge of email, print, SMS and digital messaging including accessibility.
• Customer-first mindset focused on clarity and reducing effort.
• Confident stakeholder skills and ability to translate requirements into outcomes.
• Attention to detail balancing brand, risk and delivery timelines.
• Familiarity with governance, regulatory or risk frameworks in financial services environment is a plus.
• Continuous improvement mindset driven by customer insight and market developments.
• Comfortable working in multidisciplinary teams with internal/external partners.
• Proficiency with Gen AI tools for content production and quality uplift.
• Experience building AI-enabled personal workflows for consistency.
• Agentic problem solving and ability to simplify complex briefs.

Responsibilities

• Create and improve communications across email, letters, SMS and digital messaging.
• Shape briefs with stakeholders to align on approach and timelines.
• Manage end-to-end content development with governance and approvals.
• Apply Consumer Duty principles to all content ensuring accessibility and clarity.
• Identify opportunities to simplify communications and improve digital channel use.
• Collaborate with product and service teams to map to the customer journey.
• Use market knowledge to improve effectiveness and identify AI-driven improvements.
• Participate in planning and continuous improvement within a cross-functional squad.
• Build relationships with stakeholders, agencies and suppliers to ensure accountability.
• Promote high standards within the Centre of Excellence.

Skills

Experience in communications

Strong writing and editing

Channel knowledge (email, print, SMS)

Customer-first mindset

Stakeholder influence

Attention to detail

Governance / regulatory awareness

Continuous improvement

Cross-functional teamwork

Gen AI in content

AI workflows for consistency

Critical evaluation of AI outputs

Job description

OLIVER, part of The Brandtech Group, seeks an Assistant Communications Content Manager to own end-to-end content development within the Customer Communications Centre of Excellence. You’ll shape briefs, write and edit communications, and manage approvals to deliver customer‑centric outcomes.

You’ll work in a multidisciplinary squad, collaborating closely with an Assistant Communications Delivery Manager to balance strategy and technical build, ensuring governance and impactful customer