Head of Customer Communications

TN United Kingdom; Leeds; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading healthcare organization 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 engaging with external partners to promote product usage. Ideal candidates will possess strong project management skills and experience in customer engagement.

Qualifications

• Experience in crisis communications and reputation management.
• Ability to develop and deliver multi-channel communication strategies.
• Experience managing various projects against tight deadlines.

Responsibilities

• Implement and oversee the Customer Communications strategy.
• Manage crisis communications and customer satisfaction updates.
• Communicate with external partners like the NHS and health boards.

Skills

Crisis communications

Project management

Customer engagement

Proofreading

Multi-channel communication strategies

Job description

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Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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. Producing a weekly newsletter for the primary care market and other newsletters, where suitable.

Other key responsibilities and accountabilities will 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
• Ensure compliance with ISO and other legal and industry communication regulations

Who You’ll Be:

With the ability to translate complex technical updates into customer-friendly content, you will be a solid communicator with experience in crisis communications and reputation management. You will be comfortable balancing business priorities against customer satisfaction objectives.

You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.

Other useful skills and experience include:

We want to make sure you’re set for success, so the key skills and experience we’re looking for are below:

• Experience in proofreading
• Confidence in liaising with senior colleagues, and external partners, including NHS and Health boards
• Experience in managing various projects and streams of work against tight deadlines
• Ability to develop and deliver multi-channel communication strategies
• Experience developing and implementing brand identity and tone of voice
• Experience in customer engagement and reputation management via social media
• Understanding of the healthcare-tech market and the challenges faced by healthcare professionals would be beneficial, but not essential
• Experience in line management and developing a successful team

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

*All telecommuters will be required to adhere to the UnitedHealth Group’s Telecommuter Policy.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalised groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.