Customer Communications: Transformation Lead

Principality Building Society
11 Jan 2018
12 Feb 2018
Contract Type
Full Time

The job:

You will be accountable for leading the strategic design, development, management and implementation of the Society’s Customer Communications transformation programme, in support of the organisation’s growth aspiration.

It’s an exciting time as we’re currently on a Group wide transformational journey that will see our brand, technology, colleague and customer offerings updated and enhanced. This is supported by our recent sponsorship of the iconic Principality Stadium which has put us on a global stage.

Focussing on our Product channels (Savings, Mortgages & 3rd Party), this role will be responsible for the strategic design & development of our Customer Communications contact strategies, including the systems and support behind this. This will include the re tender of our key 3rd party partners, as well as identifying how our new hybrid solutions can have a positive impact on our customer contact strategies.

Reporting into the Senior Manager, Brand & Customer Communications, with a dotted line to the Business Sponsor, you will be accountable for the development and production of the strategy of all marketing communications related to these areas. This would include regulatory communications as well as identifying novel ways of helping create cut-through in the competitor space.

We will be looking for you to take ownership of designing solutions that will improve conversion rates and the customer / Member journey - this will be particularly relevant with the online channel.

You will also provide consultancy and advice to the broader business on communication best practice and will take a strong commercial focus on the intended ROI of campaigns.

What we are looking for:

Previous experience in a similar role is essential, and experience of working within a Transformation environment is highly desirable.

Who are we?

With 53 branches and 18 agencies across Wales and the borders, Principality is the 6thlargest Building Society in the UK. As a mutual soci