Contract Customer Communications Specialist

Zurich Insurance (Hong Kong); Hong Kong; Vor Ort; HKD 300.000 - 420.000; Vollzeit

Zusammenfassung

Zurich Insurance (Hong Kong) is seeking a Contract Customer Communications Specialist to craft clear, engaging communications across letters, emails, SMS, policy documents and digital channels. You will translate complex technical and regulatory content into plain language for diverse customer groups.

You will manage end-to-end communication projects, review customer journeys from onboarding to claims, and collaborate with Product, Underwriting, Legal, Compliance, IT and Operations to improve

Qualifikationen

• Excellent written and spoken English and Chinese.
• Minimum 3 years in customer communications, content design, copywriting or related fields.
• University degree in Language, Communications, Journalism, Business, Marketing or related discipline, or equivalent practical experience.
• Proven experience in project delivery with planning through completion.
• Comfortable with regulated content; experience applying compliance or brand guidelines.
• Strong stakeholder management and collaboration skills.
• Hands-on experience using AI tools in day-to-day work.
• Exposure to journey mapping, service design or design thinking is an advantage.
• Familiarity with insurance products and policy documentation is an advantage.

Aufgaben

• Create clear and engaging customer communications across letters, emails, SMS, policy documents, websites, portals and applications
• Apply the company’s Tone of Voice consistently and translate technical and legal content into plain, everyday language for different customer groups
• Ensure customer communications meet regulatory and disclosure requirements while remaining clear, accessible and customer-friendly
• Manage communication projects from end to end, including defining the scope, planning the work, delivering the output and measuring the impact
• Review and improve customer journeys, including onboarding, renewal, policy changes and claims, to identify and address areas where customers may lose clarity or confidence
• Anticipate customers’ questions and recommend improvements to the underlying journey or process, rather than focusing only on wording changes
• Collaborate with Product, Underwriting, Legal, Compliance, IT, Operations, Claims, Contact Centre and Distribution teams

Kenntnisse

English

Chinese

Content design

Copywriting

Customer communications

Customer experience

Operational excellence

Stakeholder management

AI tools

Ausbildung

Bachelor's degree in Language/Communications/Journalism/Business/Marketing

Tools

AI tools

Jobbeschreibung

Contract Customer Communications Specialist

Create clear and engaging customer communications across letters, emails, SMS, policy documents, websites, portals and applications

Apply the company’s Tone of Voice consistently and translate technical and legal content into plain, everyday language for different customer groups

Ensure customer communications meet regulatory and disclosure requirements while remaining clear, accessible and customer-friendly

Manage communication projects from end to end, including defining the scope, planning the work, delivering the output and measuring the impact

Review and improve customer journeys, including onboarding, renewal, policy changes and claims, to identify and address areas where customers may lose clarity or confidence

Anticipate customers’ questions and recommend improvements to the underlying journey or process, rather than focusing only on wording changes

Collaborate with Product, Underwriting, Legal, Compliance, IT, Operations, Claims, Contact Centre and Distribution teams

Job Qualifications

• Excellent written and spoken English and Chinese
• Minimum 3years of experience in customer communications, content design, copywriting, customer experience, experience design or operational excellence; experience in insurance, financial services or consulting is an advantage
• University degree in Language, Communications, Journalism, Business, Marketing or a related discipline, or equivalent practical experience
• Proven experience in project delivery, with the ability to manage work from planning through completion
• Comfortable working with regulated content; experience applying compliance or brand guidelines
• Strong stakeholder management, organizational and collaboration skills
• Excellent attention to detail, with the ability to understand complex information and make it clear and meaningful
• Hands‑on experience using AI tools in day‑to‑day work
• Experience applying a brand Tone of Voice or editorial style guide is an advantage
• Exposure to journey mapping, service design or design thinking is an advantage
• Familiarity with insurance products and policy documentation is an advantage

This position is offered on a one-year contract basis, with potential for contract renewal or conversion to permanent employment based on individual performance and business needs

You are invited to visit our web site at: http://www.zurich.com.hk