Senior Communications Content Lead – Financial Services

Oliver; Sheffield; On-site; GBP 40,000 - 63,000; Full time

Job summary

OLIVER, part of The Brandtech Group, seeks a mid-senior content specialist to own end-to-end customer communications within the Client's Centre of Excellence in Sheffield. You will shape briefs, write and edit copy, and manage approvals to ensure governance and clear audit trails across email, letters, SMS and digital channels.

You will apply Consumer Duty principles, drive simplification of communications, and partner with product and service teams to connect content to the wider customer

Qualifications

• Experience in communications, marketing, CRM, digital or customer servicing; creating, updating or governing customer-facing content to a high standard.
• Strong writing and editing skills; clear, concise, customer-friendly copy; adapt tone for different channels.
• Knowledge of email, print, SMS and digital messaging; accessibility, content hierarchy, character limits, and CTAs.
• Customer-first mindset: clarity, fairness and reducing customer effort.
• Confident stakeholder skills; translate complex requirements into effective outcomes.
• Attention to detail; balance customer needs with risk and brand standards.
• Familiarity with governance, regulatory or risk frameworks in a regulated environment.
• Continuous-improvement mindset; curiosity about insights and new channels.
• Comfortable working in multidisciplinary teams; build relationships across functions and partners.
• Proficiency with Gen AI tools to enhance output quality and efficiency.
• Experience developing personal AI workflows for consistency and turnaround.
• Agentic approach to content development; break down briefs and identify efficient paths forward.
• Ability to critically evaluate AI outputs and apply human judgement.

Responsibilities

• Create and improve customer communications across email, letters, SMS and digital messaging.
• Shape briefs with stakeholders to agree the right communication approach.
• Manage end-to-end content development from brief to approval with governance and records.
• Apply Consumer Duty principles to every piece of content.
• Identify opportunities to simplify content and reduce avoidable communications.
• Partner with product and service teams to connect communications to the wider journey.
• Use insight and market knowledge to improve communication effectiveness.
• Contribute to planning, prioritisation, delivery and continuous improvement.
• Build trusted relationships with internal stakeholders, agencies and suppliers.
• Champion high standards within the Centre of Excellence.

Skills

Communications

Marketing

CRM

Digital channels

Customer servicing

Stakeholder management

Gen AI tools

AI workflows

Content governance

Content editing

Tools

Gen AI tools

Job description

OLIVER, part of The Brandtech Group, seeks a mid-senior content specialist to own end-to-end customer communications within the Client's Centre of Excellence in Sheffield. You will shape briefs, write and edit copy, and manage approvals to ensure governance and clear audit trails across email, letters, SMS and digital channels.

You will apply Consumer Duty principles, drive simplification of communications, and partner with product and service teams to connect content to the wider customer