Contract Customer Communications Specialist (Hybrid)

Zurich Insurance; Hong Kong; Hybrid; HKD 420.000 - 540.000; Vollzeit

Zusammenfassung

Zurich Insurance in Hong Kong seeks a communications specialist to craft clear, engaging customer messages across letters, emails, SMS, policy documents and online portals. You will apply our Tone of Voice and translate complex regulatory content into plain language for diverse customer groups.

You’ll lead end-to-end communication projects, review customer journeys, and collaborate with Product, Legal, Compliance and IT teams.

Qualifikationen

• Excellent written and spoken English and Chinese.
• Minimum 3 years 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

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 proficiency

Chinese proficiency

Copywriting

Content design

Project delivery

Stakeholder management

Editorial style

AI tools experience

Ausbildung

University degree in Language, Communications, Journalism, Business, Marketing or related discipline

Tools

AI tools

Jobbeschreibung

Zurich Insurance in Hong Kong seeks a communications specialist to craft clear, engaging customer messages across letters, emails, SMS, policy documents and online portals. You will apply our Tone of Voice and translate complex regulatory content into plain language for diverse customer groups.

You’ll lead end-to-end communication projects, review customer journeys, and collaborate with Product, Legal, Compliance and IT teams.