Customer Communication Lead - 12 month FTC

Affinity Water; Hatfield; Hybrid; GBP 35,000 - 40,000; Full time

Job description

Are you passionate about delivering customer-centric communications that truly make a difference? We’re looking for a talented Customer Communication Lead to join our Digital Transformation team on a 12 month Fixed Term Contract to help us enhance our digital customer journeys across web, mobile, and logged-in experiences.

As part of our Customer Experience function, the Customer Communication Lead is a key role that will support our ambitious Customer Transformation Programme, ensuring consistent, impactful, and personalised messaging across all digital channels. If you thrive in a collaborative, fast-paced environment and enjoy working cross-functionally, this could be the perfect next step in your career.

Customer Communication Lead Responsibilities:

• Developing and executing a content plan that supports our new digital experiences, including our website, app, and customer journey touchpoints.
• Creating engaging, on-brand copy across multiple digital channels (email, web, SMS, push notifications) to support improved customer interactions.
• Collaborating with teams across Technology, Marketing, Data, and Project Management to ensure messaging is aligned with business and transformation objectives.
• Leading the migration of web content to a new platform in partnership with the Website Project Lead.
• Analysing customer messaging and digital performance to continuously improve communication strategies.
• Ensuring all communications meet compliance and regulatory requirements, including GDPR and accessibility standards.
• Contributing to user testing, journey mapping, and stakeholder engagement activities to ensure customer-centricity at every stage.

Customer Communication Lead Experience Required:

• Proven experience in customer communications, ideally within digital transformation or customer experience programmes.
• Exceptional copywriting and content review skills, with strong attention to detail.
• Proficiency in digital analytics tools such as Google Analytics and the ability to translate insights into action.
• Strong stakeholder engagement and project management capabilities.
• Knowledge of compliance requirements, including GDPR, and experience in regulated sectors is a plus.
• Familiarity with Agile ways of working and tools such as Jira, Trello or Confluence (desirable).
• A creative and strategic thinker who stays ahead of trends and champions best practices in digital communication.

Why join us?

At Affinity Water, we’re committed to delivering outstanding service through digital innovation. We are the UK's largest 'Water only' business, so join a passionate team where your voice is heard, your ideas matter, and your work directly contributes to transforming how we serve our customers. You’ll enjoy a supportive, inclusive culture and opportunities to grow your career in a purpose-led organisation.

What We Offer:

• Salary £35,000 - £40,000 per annum, dependant on experience.
• Hybrid role, with the expectations of a minimum three days a week in the office - Hatfield.
• 12 month Fixed Term Contract.
• Annual leave from 26 days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%).
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.

If you need any reasonable adjustments and would like to apply in a different format, please do let us know.