Head of Communications

OptumUK; Milton Keynes; Remote; GBP 50,000 - 80,000; Full time

Job summary

OptumUK is seeking a Head of Customer Communications to enhance customer satisfaction through effective communication strategies. This role involves managing crisis communications, onboarding new acquisitions, and overseeing multi-channel campaigns. Ideal candidates will have experience in crisis management, project management, and customer engagement, contributing to a culture of diversity and inclusion.

Benefits

Comprehensive benefits

Career development opportunities

Inclusive and equitable culture

Qualifications

• Experience in crisis communications and reputation management.
• Ability to translate complex updates into customer-friendly content.
• Line management experience and team development skills.

Responsibilities

• Implement and oversee the Customer Communications strategy.
• Manage crisis communications and customer interactions.
• Lead multi-channel campaigns to enhance engagement.

Skills

Proofreading

Crisis communications

Project management

Multi-channel communication strategies

Customer engagement

Job description

Milton Keynes, South East, United Kingdom

OptumUK

Posted 1 day ago

Full Job Description

Here at Optum, we are excited to share that we are currently recruiting for a Head of Customer Communications to join us working remotely on a 12-month fixed-term contract.

Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference.

What you’ll do

You will implement and oversee the Customer Communications strategy at Optum, enhancing customer satisfaction and retention through streamlined communication processes, providing accurate and valuable updates, and managing crisis and incident communications effectively.

You will manage the onboarding of new acquisitions into our customer communications framework and represent the Group Marketing and Communications department on the ICE programme and other important business initiatives.

In this role, you will regularly communicate with external partners like the NHS, NUG, regional IT departments, and health boards to meet their communication needs and promote product usage. You will also produce a weekly newsletter for the primary care market and other relevant newsletters.

Other key responsibilities include:

• Managing crisis communications for customers, including notifications about major incidents, maintenance, outages, and customer satisfaction updates, in collaboration with PR and Corporate Communications teams.
• Serving as a key stakeholder in the Go-To-Market process and overseeing all written communications for new product and feature launches, developing pilot packs, and engagement plans.
• Leading multi-channel campaigns to promote engagement with the Optum Help Centre and Optum Learn.
• Managing customer interactions across official and unofficial channels, including the Optum Help Centre and social media, and creating user-friendly content for platforms like Facebook.
• Contributing to marketing materials, such as Sales Decks and Spotlight magazine, and assisting with writing and proofreading tasks for the team.
• Ensuring compliance with ISO and other legal and industry communication regulations.

Who You’ll Be

You should be able to translate complex technical updates into customer-friendly content and have experience in crisis communications and reputation management. You should be comfortable balancing business priorities with customer satisfaction objectives.

Key skills and experience include:

• Proofreading experience
• Confidence liaising with senior colleagues and external partners, including NHS and Health boards
• Managing multiple projects against tight deadlines
• Developing and delivering multi-channel communication strategies
• Experience in developing brand identity and tone of voice
• Experience in customer engagement and reputation management via social media
• Understanding of the healthcare-tech market (desirable but not essential)
• Line management experience and team development skills

If you are eager to join an organization where you can add value and develop further, apply today!

About us

Optum is a global organization delivering care aided by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need.

Our culture is guided by diversity and inclusion, with talented peers, comprehensive benefits, and career development opportunities. Make an impact on communities and help advance health equity globally.

Join us to start Caring. Connecting. Growing together.

Optum is committed to providing an inclusive, equitable culture where people can bring their whole selves to work. We welcome applications from all qualified candidates regardless of race, religion, gender, sexual orientation, age, disability, or other protected characteristics. We will accommodate individual needs during your application process. Please advise our talent team if adjustments are needed.