Strategic Lead, Customer Communications Transformation

Remote Worker LTD.; Brighton; Hybrid; GBP 54,000 - 71,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Bupa Global is seeking a Customer Communications Transformation Lead to steer the evolution of customer and operational communications across multiple channels, ensuring clarity, simplicity and customer focus. You will help modernise communications while maintaining high standards of compliance, consistency and customer experience.

Working with Marketing, CX, Operations, Technology and Compliance, you will shape communications that support customers at every stage of their journey and influence

Qualifications

• Significant experience leading customer communications strategy and delivery.
• Experience in large business or digital transformation programmes.
• Experience managing multi-channel customer communications.
• Ability to prioritise a complex portfolio of communications.
• Strong leadership and team management experience.
• Excellent stakeholder management and influencing skills.
• Understanding of customer experience and marketing principles.
• Experience in regulated environments.
• Experience with CRM tools such as Sitecore Content Hub or Salesforce Marketing Cloud.
• Experience with Agile environments and delivery.

Responsibilities

• Lead and deliver the customer communications strategy for a large-scale transformation programme.
• Review and assess existing communications across email, SMS, letters and digital journeys.
• Create frameworks to simplify, improve, develop and retire communications.
• Build and manage a communications roadmap aligned to milestones.
• Develop prioritisation approaches based on customer impact and regulatory requirements.
• Lead multi-channel planning across CRM, digital, print and service communications.
• Manage, coach and develop a high-performing communications team.
• Partner with stakeholders across Technology, Product, Marketing, CX, Compliance and Operations.
• Define and improve customer communication journeys using insights and data.
• Implement governance for compliance, quality and consistency.
• Monitor effectiveness via KPIs and reporting.
• Identify opportunities to improve processes, outcomes and efficiency.
• Support regulatory and data protection obligations.

Skills

Customer communications strategy

Multi-channel communications

Stakeholder management

Agile delivery

Regulated environment

CRM platforms

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

Bupa Global is seeking a Customer Communications Transformation Lead to steer the evolution of customer and operational communications across multiple channels, ensuring clarity, simplicity and customer focus. You will help modernise communications while maintaining high standards of compliance, consistency and customer experience.

Working with Marketing, CX, Operations, Technology and Compliance, you will shape communications that support customers at every stage of their journey and influence