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Customer Communication Transformation Coordinator

2 months ago

London, Greater London, United Kingdom Markerstudy Group Full time

Customer Communications Change Coordinator

Job Overview

The Customer Communications Change Coordinator plays a pivotal role in overseeing the comprehensive communications modification process. This position involves collaborating with essential stakeholders to implement updates to customer communications across various platforms. The individual will aid the organization in crafting clear and comprehensible messages that cater to customer needs, ensuring adherence to high standards and compliance with regulatory obligations.

Key Responsibilities

Management of Communication Changes: Direct the process of modifying customer communications, including the planning, coordination, and execution of updates across all communication channels and product descriptions. Communication Repository Maintenance: Oversee the organization and security of the customer communications repository, ensuring easy access to documentation. Document Version Management: Implement a robust version control system to monitor document modifications, guaranteeing the accuracy and accessibility of the most current versions. Collaboration with Stakeholders: Engage closely with key stakeholders, including policy wording teams, business leaders, subject matter experts, compliance officers, and systems analysts to gather requirements, ensure thorough understanding, and prioritize communication modifications while managing the approval workflow. Compliance Assurance: Ensure that all document modifications receive compliance approval. Assist in monitoring and testing communications to ensure favorable customer outcomes, maintaining precise records for audit and regulatory purposes. Quality Control: Assess and confirm document changes for precision, consistency, and alignment with established standards and best practices. Process Enhancement: Regularly review the document modification process and propose enhancements to improve efficiency, accuracy, and compliance. Effective Communication: Promote clear communication among stakeholders to ensure a mutual understanding of document modification requirements, timelines, and deliverables. Reporting on Performance: Prepare regular reports on communication modification activities for relevant forums, detailing milestones achieved, monitoring strategies, and testing activities.

Candidate Profile

Demonstrated experience in communication or documentation change management or a related role, ideally within the general insurance or financial services sector. Familiarity with regulatory compliance requirements, particularly knowledge of Consumer Duty regulations is advantageous. Exceptional organizational skills, with the ability to manage and prioritize multiple tasks and deadlines effectively. Strong attention to detail and accuracy in document assessment and verification. Excellent communication and interpersonal abilities to collaborate effectively with stakeholders at various organizational levels. Proficient in Excel and document management systems, along with related tools/software. Experience in generating reports for a senior audience. Capability to work autonomously and within a team-oriented, cross-functional environment. Strong analytical and problem-solving skills, with the ability to identify process gaps and recommend improvements. Knowledge of best practices in documentation management.