About the role
This is an opportunity to make a positive impact to our customers and colleagues, as you deliver clear communications and business updates.
You'll be working with key stakeholders across NatWest Boxed.
Key responsibilities
* Take full ownership of the end-to-end communication strategy for end customers of our BaaS products, ensuring clear, empathetic, timely updates during incidents or technical service disruptions.
* Draft and execute all messaging for end customers of our BaaS products during live incidents, working with Incident Managers to translate complex issues into simple, jargon‑free information.
* Collaborate with Content Designers and Risk colleagues to build and maintain a library of pre‑approved, compliant communication templates.
* Partner with colleagues to explore and apply AI skills to improve the speed and quality of drafting incident‑specific communications.
* Work alongside and coordinate the delivery of notifications across multiple digital channels, ensuring the right message reaches the specific subset of impacted customers.
* Support the wider team in the delivery of service communications, ensuring end customers are kept informed of planned changes or platform enhancements.
* Navigate internal sign‑off processes rapidly during live incidents, ensuring all messaging meets risk and legal standards.
* Participate in post‑incident reviews to provide insights on customer messaging performance and identify areas for improvement in tone and timing.
Requirements
* Exceptional writing and translation skills; ability to write clear, empathetic copy under pressure, turning "tech‑speak" into relatable info for end customers.
* Experience collaborating with Content Designers and Risk teams to ensure messaging is both effective and compliant.
* Proven ability to work in high‑pressure, fast‑paced environments where quick thinking and logical impact analysis are essential.
* Proactive interest in using AI tools and mass‑communication platforms (like Iterable) to enhance content drafting efficiency.
* Experience analysing and using performance data.
* Ability to convey information in a simple and understandable way.
* Understanding of contact centre operations and performance metrics.
* Microsoft Office skills, including Excel.
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