Journey Comms Executive
Contract – 12 months Fixed Term Contract
Location – Hybrid with once weekly travel to Andover Office
Salary- £30,000 to £35,000
Hours – Monday to Friday 9am to 5pm
We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.
To champion and optimise the 'in-life' journeys of our customers by creating and maintaining clear, effective, and engaging communications across various touchpoints.
This role drives cross-platform initiatives that enhance the overall customer experience, streamline processes and operating costs. To maximise customer satisfaction, the role holder will test messaging on real customers through robust feedback loops, customer surveys and close analysis of customer engagement data.
The role holder will be responsible for developing models which power AI dialogues, maintaining content, crafting customer communications, and collaborating with cross-functional teams to ensure consistent and impactful messaging, as well as adhering to the agreed internal approval framework. They will drive internal knowledge of service communications within our in-life customer journeys to support advisers in providing confident and effective query resolutions, as well as prompt identification and escalation of issues or customer feedback.
By leveraging data insights, identifying trends, and implementing best practices, the role plays a pivotal role in simplifying processes, enhancing digital interactions, and fostering long-term customer relationships.
With a specific focus on loyalty and engagement. The role holder will understand and enhance how communications and service processes intertwine to provide an effortless journey for customers.
The role embodies a commitment to continuous improvement, stakeholder engagement, and a customer-centric approach in all aspects of communication and interaction with our customers.
What’s in it for you
As well as a competitive salary, our benefits package includes:
* Group bonus scheme
* Generous pension with a 6% pension gift from us
* 36 days holiday (with the option to buy and sell a further 5 days)
* Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private healthcare scheme, shopping vouchers and more)
* Your own health plan
* Access to a wellbeing hub
* Shopping discounts
* Recognition awards healthcare scheme healthcare scheme
* Give as you earn
* 3 volunteering days