Customer Documentation Sme

2 weeks ago

Warwickshire, United Kingdom Jumar Solutions Full time

**Customer Documentation SME (Customer Communications, Insurance)**:
**Customer Documentation Specialist**

**Location: Hybrid - Warwickshire / Home**

**Duration: 6 months**

**Rate: £420 Per Day - Inside IR35**

The purpose of this role is to co-ordinate the requirements, delivery, changes and approval of all systems produced transactional customer documentation.

As a key part of the Documentation & Transactional Communications workstream for the programme, this person will work alongside others in the project and leaders in the wider business to deliver a new approach to documentation to fit with our client's ambitious plans.

**Accountabilities and Deliverables**:

- Work with key stakeholders across the programme to deliver new on and offline transactional customer documents throughout the General Insurance (motor and home) customer journey, such as: Quotation, New Business, MTA, Renewals
- Work in an Agile environment to test document output against technical specifications and requirements, and feed back / manage any changes needed to documents that have been built
- Manage the approval process for all transactional customer documentation, including content, design and UAT to achieve stakeholder sign off within strict timelines
- Support the transition of transactional customer documentation and processes from the project environment to BAU
- Work with key stakeholders across the programme to deliver and/or update new design and TOV guidelines for transactional customer documentation
- Support the creation of a documentation strategy which sits alongside programme aspirations, including: scope of documents, ownership, categorisation, customer choice, channel etc
- Work with internal print team and external print supplier to ensure documentation output is delivered in the correct format
- Ensure all new transactional customer documentation meets regulatory and advisory requirements, eg FCA, Consumer Duty, accessibility
- Use Agile environment and methodologies to ensure that all work is consistently on track, regular updates are given and contingency plans are in place
- Work with outside agencies where necessary to support the business to develop a new suite of documentation
- Manage the briefing and build process of motor documents with the build team / developers, using Agile methodology
- Check and test build output, feed back any bugs needed to the build team / developers, and manage project approval through the PO demo sessions
- Support with any changes needed and / or re=approval of to home documents prior to and at implementation

**Experience and Knowledge**:

- Significant knowledge and experience of transactional customer documentation / systems generated customer communications (essential)
- Experience of managing transactional customer documentation / customer communications, ideally in a regulated industry, eg financial services / insurance / utilities, etc (essential)
- Ability to mobilise cross-functional teams across the business to deliver transactional customer documentation / customer communications (essential)
- Experience of managing stakeholder feedback and / or approvals (essential)
- Experience of managing projects and / or change, ideally in a financial services / insurance / regulated environment (preferable)
- Experience of working in an Agile environment using agile project methodologies (preferable)
- Experience in print - design, production (preferable)
- Knowledge of financial promotions and the FCA regulatory environment (preferable)
- Experience of managing internal stakeholders and / or external agencies to support brand, marketing and / or content creation (preferable)

***

**Jumar takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.

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