Customer Experience Communications Principal

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About the Role

The Experience Communications role is responsible for designing and delivering a delightful engagement with customers that enhance the overall experience, build stronger relationships, and drive customer loyalty. The role will ensure service and relationship-building communications are clear, empathetic, and aligned with CX and Brand principles, while also supporting business growth through nurturing, retention, growth and loyalty initiatives. The role will also safeguard the brand voice and simple language guidelines across all touchpoints. The role will also manage communications platforms and lead a small team of third-party service providers to ensure consistent, impactful, and customer-first communications.

This position is accountable for the delivery of the following roles and responsibilities:

Customer Experience Design

• Review the customer experience journey to identify improvement points to make it easier to achieve customer communications goals and objectives.
• Review Service / Interaction Artifacts (notifications, correspondences, forms, etc) to ensure it is consistent with the desired customer experience and complies with CX and Brand standards.

Customer Communications Strategy

• Design and implement customer communications plans based on customer journeys across the lifecycle, from onboarding to service and beyond.

• Define, refine, and safeguard the customer contact policy, brand voice, and simple language guidelines in all customer-facing messages.
• Manage and optimize communications platforms (templates, repositories, distribution, etc).
• Partner with Marketing, Operations, IT, Legal/Compliance, Risk, and Distribution to ensure all communications, are compliant, on-brand and customer-first.

Sales Enablement and Relationship Growth

• Craft nurturing and relationship-building communications that deepen engagement over time.
• Develop communications plans for service-related communications, such as new purchase, billing, service recovery, and other pertinent customer journeys.
• Support marketing and sales campaigns by creating and executing engaging communications plans, partnering with Marketing, Propositions, and Distribution to achieve business objectives.

Leadership and Performance Impact

• Lead and manage a team of 3rd party service providers.
• Monitor and analyze the impact of Service / Interaction Artifacts to the overall customer experience and measure its effectiveness in supporting retention, portfolio, growth, and loyalty metrics.
• Track and analyze communications efforts to maximize the comms channels and platforms to their full potential.

Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Minimum Job Requirements

• Bachelor's degree in Communications, Marketing, Sales, or a related field.
• Minimum 7-10 years experience in communications, customer experience, or marketing roles, preferably in the financial services, insurance, or related industries.
• Proven experience in designing and executing customer communication plans, journeys and strategies.
• Adept at managing multi-channel communications platforms and services (email, SMS, instant messaging).
• Experience in managing a small team and collaborating with cross-functional stakeholders.
• Strong understanding of Customer Experience Principles, customer engagement and regulatory requirements in communications.