Customer Communications Lead – Strategy & Channels (FTC)

Aviva; Leeds; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Bonus opportunity

Pension scheme

23 days holiday + bank holidays

Private medical benefit

Employee discounts

Matching Share Plan

Save As You Earn

Flexible benefits

Volunteer days

Wellbeing support

Job summary

Aviva is seeking a Customer Communications Manager in Leeds to lead the customer communications strategy across channels including email, SMS, in‑app messaging and push notifications. You will align communications with business goals, consumer duty requirements and the broader product roadmap.

You will work with product, business and engineering teams to translate requirements into compelling communication solutions, while overseeing the Rescue Customer Communications Forum and driving

Qualifications

• Excellent written and verbal communication suitable for cross‑team discussions.
• Strong problem solving and analytical abilities to evaluate design options.
• Customer-centric mindset focused on Rescue customers.
• Some knowledge of conditional logic and data items is a plus.
• Knowledge of current/legacy products is advantageous.

Responsibilities

• Translate customer and business requirements into effective communication solutions.
• Lead the Rescue Customer Communications Forum with governance and oversight.
• Identify opportunities to improve communications using customer feedback and performance data.
• Act as subject matter expert for print and digital communication supply chain, ensuring robust controls.
• Drive continuous improvement, efficiency and value across the customer journey.

Skills

Clear communication

Decision making

Analytical skills

Customer-centric

Technical literacy

Education

Degree or equivalent

Tools

Print & digital comms systems

Job description

Aviva is seeking a Customer Communications Manager in Leeds to lead the customer communications strategy across channels including email, SMS, in‑app messaging and push notifications. You will align communications with business goals, consumer duty requirements and the broader product roadmap.

You will work with product, business and engineering teams to translate requirements into compelling communication solutions, while overseeing the Rescue Customer Communications Forum and driving