Marketing & Communications Content Editor/Producer 6 Months Contract
The Bank General Servicing Communications Lead is specifically responsible for:
• Set vision, strategy, and roadmap to deliver the best in class customer communications across all customer communication touch-points and channels
• Lead the creative development and strategy implementation for over 100+ Bank communications covering key customer experiences like account closures, Adverse Action, late fees, etc. for recession readiness as part of the Kitchen Cabinet Communications Taskforce.
• Partner with SCS Team to develop Bank text strategy with key updates driving to increase digital engagement.
• Customizing partnership communications to create a personalized customer experience for new programs such as Midas, Workplace Banking, etc.
• Partnering with other Servicing Communications Leads, Business Owners, Delivery teams, and Legal/Compliance to create or overhaul servicing communications based on customer and business needs, market trends, and customer insights
• Work with other Servicing Communications colleagues to help develop a Communications Strategy that will achieve the following:
o Digital First Customer Interactions: Leverage digital channels to enhance and simplify the experience and drive Digital Self Service
o Differentiate How We Communicate: Make it easy, interesting, and appealing for our customers to get the info they need
o Deepen Customer Loyalty: Create preference by demonstrating value and increasing delight via differentiated servicing strategies
o Drive Key Business Metrics: Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection
• Adhere to strategic guidelines set by Overhaul and brand work and ensure it’s threaded across touch points (online assets, letters, emails, etc.) while executing flawlessly in adherence to a disciplined control and program management processes
• Contribute to end-to-end creative development to ensure all items are accounted for and a flawless customer experience is achieved through the delivery of servicing communications.
• Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, and product teams to ensure the creative strategy is executed cohesively across relevant channels.
• Provide guidance and partnership with internal teams on messaging and tone that should be implemented across servicing communications.
• Review creative, content and copy with an eye for customer experience and copywriting- – ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
• Ensure Control/Compliance policies and procedures are closely followed throughout all creative development processes.
Job Qualifications.
• 5+ years in Business, Customer Experience, Communications, or Marketing Strategy
• Strong Project Management skills
• Proficient PowerPoint, writing, and presentation skills
• Prefer alumni, or financial industry background.
• Preferred Bachelors or work equivalent experience.
• Strategic orientation with proven ability to understand larger landscape, but delve into details in order to ensure that we are connecting the dots between different projects
• Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles.
• The ability to identify, source, and analyze data and information from available sources primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions.
• Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals.
• Passion and knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles.
• Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer
• Strong team player, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors
• Self-Aware and comfortable operating in a highly matrix, complex arena
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