Customer Communications Change Co-Ordinator

Customer Communications Change Coordinator

Job Specification

The Customer Communications Change Coordinator is responsible for managing the end-to-end communications change process, collaborating with key stakeholders to make changes to customer communications across all channels. This role will support the business to create clear and understandable communications which meet customers’ needs, ensuring high standards and compliance with Consumer Duty regulations. This role requires strong organisational skills, attention to detail, and the ability to drive cross-functional collaboration.

Responsibilities

• Communication Change Management: Oversee the customer communication change process, including planning, coordination, and execution of updates and revisions across all customer communications and product wordings.
• Maintenance of Communications: Manage the customer communications repository, ensuring organisation, accessibility, and security of documentation.
• Document Version Control: Maintain a robust version control system to track document changes, ensuring the accessibility and accuracy of the latest versions.
• Stakeholder Collaboration: Work closely with key stakeholders, including policy wordings team, business owners, subject matter experts, compliance advisors and systems analysts to gather requirements, ensure comprehensive understanding and prioritisation of communication changes, manage approval process.
• Compliance and Consumer Duty: Ensure all document changes are approved by Compliance. Support with ensuring communications are appropriately monitored and tested to ensure delivery of good customer outcomes. Maintain accurate records for audit and regulatory purposes.
• Quality Assurance: Review and verify document changes for accuracy, consistency, and adherence to established standards, guidelines, and best practices.
• Process Improvement: Continuously evaluate the document change process and recommend improvements to enhance efficiency, accuracy, and compliance.
• Communication: Facilitate effective communication among stakeholders to ensure clear understanding of document change requirements, timelines, and deliverables.
• Performance Reporting: Generate regular reports on communication change activities to relevant forums, including milestones achieved, monitoring plans and testing activity.

Person Specification

• Proven experience in communication or documentation change management or a similar role, preferably in general insurance or another financial services organisation.
• An understanding of regulatory compliance requirements, with a specific knowledge of Consumer Duty regulations considered a plus.
• Excellent organisational skills, including the ability to plan and prioritise multiple tasks and deadlines.
• Attention to detail and accuracy in document review and verification.
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders at various levels of the organisation.
• Proficient in using Excel as well as document management systems and related tools/software.
• Experience in producing reporting for a senior audience.
• Ability to work independently and in a team-oriented, cross-functional environment.
• Strong problem-solving and analytical skills with the ability to identify process gaps and suggest improvements.
• Knowledge of best practices in documentation