Reporting to the Head of Digital Delivery you will develop and implement clear customer communication strategy across all written communication, working with Operations, Marketing, and Compliance to deliver a consistent and engaging customer experience.

This role will span across a range of product and brands, where you will be required to deliver, and where applicable design, brand guidelines to ensure our customers receive a positive user experience, while ensuring all regulatory requirements are met and a high customer engagement is achieved, combining your commercial awareness with a passion for the voice of the customer.

• Proofreading content for errors and inconsistencies.
• Edit and polish existing content to improve readability.
• Creating compelling headlines and body copy that will capture the attention of the target audience.
• Identifying customers’ needs and recommend new content to address gaps in the company's current content.
• Act as librarian for existing document suite, responsible for single source of truth
• Establish contact strategy plan with all business areas, producing gap analysis between the As Is and the To Be
• Establish clear brand guidelines appropriate for each brand, focusing on building strong trust and engagement in a complex market
• Draft new communications, working with all stakeholders to achieve sign off before submitting specification to development teams
• Work closely with Development and Test teams to ensure design is delivered as specified to ensure high level of engagement
• Where appropriate work with MI and Operational teams to track success of communications. (Open rate, click through rates etc)
• Establish agreed measures with business areas to enable clarity of current performance and create optimisation plans
• Live, reflect and act as an ambassador for the company’s EFFORT values and the Customer Charter in all work activities.

Essential Skills

• Strong writing skills: The ability to write clear, concise, and engaging copy is essential. This includes an understanding of grammar, tone, and style.
• Graphic design skills: A strong understanding of design principles, including color theory, typography, and composition, for effective document design.
• Creativity: The ability to generate new ideas and craft messages that will resonate with the target audience is critical.
• Strategic thinking and understanding of target market: The ability to understand the overall objectives and develop a strategy to achieve them is essential.
• Attention to detail: Careful proofreading and editing skills are important to ensure that the copy is error-free and consistent in tone and style.
• Knowledge of marketing and advertising principles: Understanding the fundamentals of marketing and advertising, including the elements of a persuasive message, is important.
• Collaboration skills: working with other members of the marketing team, including designers, web developers, and market researchers. Good interpersonal and teamwork skills are important.
• Able to manage expectations and delivery timescales (both upwards and downwards)

Desirable Skills

• Degree in a relevant subject, such as English, communication, Marketing, Creative design
• Good Problem-solving skills: The ability to identify and solve design challenges, such as limited space or complex information to aid effective document design.
• A strong understanding of layout and composition, including the use of negative space and visual hierarchy, to ensure documents are visually appealing and effective.