Senior Content Strategist: Customer Communications

Oliver Agency; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

OLIVER, part of The Brandtech Group, seeks a mid‑senior content specialist to own the customer communications content development end‑to‑end within its Centre of Excellence. You’ll shape briefs, edit copy across email, letters, SMS and digital channels, and ensure governance, regulatory, risk and assurance requirements with clear audit trails.

You’ll partner with product, propositions and service teams to connect content to the wider journey, apply Consumer Duty principles, and drive continuous

Qualifications

• Experience in communications for financial services.
• Strong writing and editing to produce customer-friendly copy.
• Knowledge of accessibility, content hierarchy and channel design.

Responsibilities

• Create and manage customer communications across email, letters, SMS and digital messaging.
• Shape briefs with stakeholders to define the right approach and timelines.
• Oversee end-to-end content development with governance, risk and assurance.
• Apply Consumer Duty principles to all content for clarity and accessibility.
• Identify opportunities to simplify content and improve digital channel use.
• Collaborate with product, proposition and service teams to align content with the customer journey.
• Leverage market knowledge to improve content effectiveness and innovation.
• Participate in planning and continuous improvement within a cross-functional squad.
• Build strong relationships with internal stakeholders and external partners.
• Promote high standards within the Centre of Excellence.

Skills

Communications

Writing & Editing

Stakeholder Management

Regulatory Knowledge

Gen AI Tools

AI Workflows

Content Strategy

Cross-functional Collaboration

Attention to Detail

Customer Communications

Tools

Gen AI Platforms

CRM Tools

Job description

OLIVER, part of The Brandtech Group, seeks a mid‑senior content specialist to own the customer communications content development end‑to‑end within its Centre of Excellence. You’ll shape briefs, edit copy across email, letters, SMS and digital channels, and ensure governance, regulatory, risk and assurance requirements with clear audit trails.

You’ll partner with product, propositions and service teams to connect content to the wider journey, apply Consumer Duty principles, and drive continuous