Customer Communications Lead
About the Role
My client are looking for an experienced customer communications lead to own the communications workstream a large scale, highly regulated customer transition program. This is a critical program role, not a BAU marketing communications position - leading the comms workstream end‑to‑end from strategy and governance through to hands‑on delivery across a complex, multi‑channel program with fixed milestones and high customer impact.
You will shape the communications approach, manage complex approvals, and ensure all messaging is customer‑led, compliant, and aligned with business objectives.
Key Responsibilities
- Lead end-to-end customer communications strategy and delivery plan across the full transition lifecycle phases
- Develop clear messaging frameworks that explain what is changing, what is not changing and what customers need to do
- Define customer segmentation and retention-focused communication strategies to support customer understanding, confidence and retention
- Develop and oversee delivery of customer letters, email, SMS, digital communication, onboarding/welcome materials, FAQs, contact centre scripts and frontline enablement content
- Establish and manage communications sequencing, channel planning and deployment readiness across mail, digital, contact centre and other relevant channels
- Manage complex approvals across Marketing, Legal, Risk, Compliance, Operations, external partners and program governance forums.
- Track communications readiness, risks, dependencies and milestones as part of program reporting and Go/No-Go decision-making.
- Establish feedback loops and measurement across customer sentiment, call drivers, complaints, confusion points and post-communication outcomes.
Required Experience
- Previous experience leading large-scale customer communications programs in financial services or another highly regulated environment
- Previous experience working on a customer migration, portfolio transfer, M&A integration or major transformation program
with significant customer impact.
- Demonstrated ability to be very hands on with delivery of large scale comms in a highly regulated environment
- Senior stakeholder management with the ability to influence and manage expectations.
- Previous experiences developing full lifecycle comms strategy across pre-change, change/cutover and post-change/hypercare phases
- Comfortable working in a fast‑paced, high-change and time-critical program environment with fixed milestones
