Head of Customer Communications

Optum; Leeds; Remote; GBP 50,000 - 80,000; Full time

Job summary

A leading company in healthcare technology is seeking a Head of Customer Communications in Leeds for a 12-month remote contract. The role involves implementing communication strategies, managing crisis communications, and developing customer engagement across multiple channels. Ideal candidates will have strong communication skills and experience in managing projects and liaising with external partners.

Qualifications

• Strong communicator with experience in crisis communications.
• Capable of managing multiple projects against tight deadlines.
• Experience liaising with senior colleagues and external partners.

Responsibilities

• Implement and oversee Customer Communications strategy.
• Manage crisis communications and incident notifications.
• Lead multi-channel campaigns promoting customer engagement.

Skills

Proofreading

Crisis communications

Multi-channel communication strategies

Customer engagement

Reputation management

Education

GCSE

Job description

Job Description:

Head of Customer Communications at Optum. Located in Leeds LS BA, United Kingdom. Requires latest education / graduate GCSE. Open to job seekers fitting these criteria.

Job Responsibility:

Optum is a global organization delivering care through technology to improve health outcomes. We foster a culture of diversity, inclusion, and career development. Join us to make an impact as we advance health equity worldwide. We are recruiting a Head of Customer Communications for a 12-month remote fixed-term contract.

We lead in delivering patient-centered, digitally enabled health services across various settings, from GP surgeries to hospitals. Our goal is to develop healthcare technology that truly makes a difference.

What you'll do:

• Implement and oversee Customer Communications strategy to improve satisfaction and retention, managing crisis and incident communications.
• Manage onboarding of new acquisitions into the communications framework and represent the Marketing and Communications department in key initiatives.
• Communicate with external partners like NHS, NUG, regional IT, and health boards; produce newsletters for primary care and other audiences.

Other key responsibilities:

• Manage crisis communications, including incident notifications, outages, and customer satisfaction updates, in collaboration with PR and Corporate Communications teams.
• Oversee all written communications for new product launches, develop engagement plans, and pilot packs.
• Lead multi-channel campaigns promoting engagement with Optum Help Centre and Optum Learn.
• Manage customer interactions across channels, including social media, creating user-friendly content.
• Contribute to marketing materials and assist with writing and proofreading.
• Ensure compliance with ISO and industry communication regulations.

Who You'll Be:

A strong communicator capable of translating technical updates into customer-friendly content, experienced in crisis communications and reputation management, balancing business and customer priorities.

You will be recognized for your performance in a supportive environment with clear success criteria and development opportunities.

Useful skills and experience:

• Proofreading experience
• Confidence liaising with senior colleagues and external partners like NHS and health boards
• Managing multiple projects against tight deadlines
• Developing multi-channel communication strategies
• Brand identity and tone of voice development
• Customer engagement and reputation management via social media
• Healthcare-tech market understanding (beneficial but not essential)
• Line management experience

Additional notes:

• You must be eligible to work in the UK without restrictions; proof required.
• Adhere to UnitedHealth Group's Telecommuter Policy if telecommuting.

Our mission: help people live healthier lives and improve the health system. We value diversity and are committed to equity, environmental sustainability, and addressing health disparities.

UnitedHealth Group is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to protected characteristics. We are a drug-free workplace. 2025 UnitedHealth Group. All rights reserved.