Contract Customer Communications Specialist (EN/CN)

Zurich Insurance (Hong Kong); Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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

Skills

English

Chinese

Content design

Copywriting

Customer communications

Customer experience

Operational excellence

Stakeholder management

AI tools

Education

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

Tools

AI tools

Job description

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