Lead Customer Communications
Auckland, NZ
5d ago

The Role

We currently have an exciting opportunity for a Lead, Customer Communications to support our New Zealand Customer Communications and Documentation team.

In this role you will own the communications strategy and customer insight-led delivery for IAG’s NZ customer communications, including Bank partners, covering change, remediation, and compliance personalised communication.

Deliver customer insight-led communications using customer experience principles with applied practice of IAG’s operational risk maturity and wider industry regulatory environment that deliver great business and customer outcomes.

To be successful in this role you will have excellent verbal and written communication skills, experience working with customer data, insights and analytics, and writing complex briefs.

You will be highly organised and able to manage priorities.

Key Responsibilities :

Strategic customer communications

  • Lead the communications strategy, planning and delivery for IAG NZ’s customer communications covering regulatory, compliance and remediation and BAU projects for IAG’s direct brands and Bank Partners.
  • Work closely with the Customer Experience team to capture voice of the customer feedback and provide communications input throughout the delivery approach to ensure quality, insight-led customer communications.
  • Conduct regular in-flight and post implementation reviews to ensure continuous learning and strong stakeholder engagement.
  • Identify ways to continuously improve IAG’s and our Partner’s communication operating model from a customer communications perspective.
  • Build and protect our reputation through timely, relevant and quality customer communications.
  • Stakeholder and Team management

  • Works closely with the Customer Communications Manager to build team culture. Day to day coaching, development and leading Customer Communication Specialists.
  • Stakeholder engagement, including communication and education of customer communication planning and delivery, including customer data requirements, message alignment and customer preferred channel solutions
  • Process and Operations

  • Ensure compliance of all system generated communications within IAG’s standards
  • Identify and lead the improvements for templates, ways of working, toolkits and processes for how we work across the organization
  • Remain current on regulatory and compliance requirements for customer communications including FMA conduct and FIC requirements.
  • Skills & Experience :

  • 7-10 years BTL marketing / communications background
  • 3+ years in financial services or other complex service industry
  • Proven experience leading cross functional projects and teams from idea generation to completion and review with multiple, complex stakeholders.
  • Sound commercial acumen, ability to see interdependencies
  • Proven ability to develop a communications plan that is relevant to different customer segments, whilst remaining compliant with industry requirements
  • Applied data understanding and use of mass personalisation (direct, 1 : 1) customer communications.
  • Highly organised and manage competing priorities while keeping stakeholders engaged
  • Collaborative and energetic
  • Excellent communication skills written and verbal to communicate the voice of the customer to internal and external audiences
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