Customer Communications Specialist

This role is largely remote.

We are seeking a Customer Communications Change Specialist who will manage the end-to-end review and delivery of changes to customer communications across all channels. Working with business owners, subject-matter experts and Compliance and system teams. The role ensures communications are clear, accurate, accessible and aligned with business, regulatory and customer needs and maintains effective governance, approvals and audit records, and supports the monitoring and testing of communications to evidence good customer outcomes.

• Manage end-to-end customer communication changes, coordinating requirements, stakeholders, approvals, implementation, testing and closure.
• Develop, review and edit clear, customer friendly communications across multiple channels, ensuring compliance with tone of voice, accessibility and regulatory standards.
• Collaborate with business owners, SMEs, Compliance, Product and operational teams to agree priorities, requirements, delivery timelines and policy/documentation updates.
• Maintain robust governance and document control, including change logs, approvals, version management, audit records and communication repositories.
• Oversee quality assurance, testing and implementation activities to ensure accuracy, consistency and successful delivery across all channels.
• Monitor communication effectiveness, maintain audit ready records, and support good customer outcomes through ongoing testing and review.
• Identify opportunities to improve processes, controls, templates and workflows, and provide reporting on change activity, delivery progress, approvals and customer outcomes.

• Customer focused professional with experience creating and managing customer communications in regulated or complex environments.
• Strong writing, editing and quality assurance skills, with the ability to translate complex information into clear, customer friendly content.
• Experienced in managing communication and document changes through structured requirements, review, approval and implementation processes.
• Highly organised, able to manage multiple priorities, stakeholders, dependencies and deadlines while maintaining accurate records, version control and audit trails.
• Skilled at identifying process improvements, analysing evidence and recommending practical solutions.
• Proficient in Microsoft Office and document/workflow management systems, with the ability to work independently and collaboratively across cross-functional teams.
• Knowledge of regulated sectors, customer communication best practice, with experience of testing, monitoring and producing management reporting for governance forums.