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Customer Experience Champion
2 months ago
About the Role:
We are seeking a highly skilled and experienced Customer Communications Coordinator to join our team at Vanquis Bank. As a key member of our Customer Communications team, you will play a crucial role in developing and implementing a Group-wide customer communications strategy that enhances the customer experience, drives engagement, and delivers good outcomes for consumer understanding.
Key Responsibilities:
- Communications Strategy: Work in partnership with key stakeholders across the organisation to develop and implement communication strategies that enhance the customer experience, drive engagement, and deliver good outcomes for consumer understanding.
- Customer Communications Journey: Develop and maintain a strong understanding of the customer journey and key communication touchpoints. Validate effectiveness of customer communications through research and data-driven insights to refine existing communications and implement strategies to improve them.
- Vulnerable Customers: Work in partnership with teams across VBG to establish Group-wide Vulnerable Customer communications strategy, implementation of the strategy, and measurement of outcomes to ensure vulnerable customers are treated fairly and appropriately and in line with our intent.
What We're Looking For:
- Demonstrable integrity and passion for customers.
- Experience of developing and implementing customer communications strategies and implementing relevant oversight and controls.
- Experience in developing and delivering communications strategies.
- Excellent communication skills, both written and oral, with experience of reviewing and editing documents and communications, and communications design and improvement.
- Experience in developing and implementing customer communications oversight and controls.
- Good commercial understanding and business acumen.
- Experience in communications or related fields.
- Experience of working in a regulated environment or similarly complex environment.
- Previous experience of working in financial services preferred.
Interview Process:
- Up to 30-minute telephone call with a member of the Talent Acquisition team.
- Up to 1 hour video interview with the hiring team.
- Final interview with Hiring Manager.
About Us:
At Vanquis Bank, we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions. We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we'll help you settle into your new role and are happy to talk to you about your career aspirations.
Equal Opportunity Statement:
Here at Vanquis Bank, we embrace everyone's unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible.
