Here at Optum, we are excited to share that we are currently recruiting for a Head of Customer Communications to join us working remotely on a 12-month fixed-term contract.
Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference.
What you’ll do
* Implement and oversee the Customer Communications strategy at Optum, enhancing customer satisfaction and retention through streamlined communication processes, providing accurate and valuable updates, and managing crisis and incident communications effectively.
* Manage the onboarding of new acquisitions into our customer communications framework and represent the Group Marketing and Communications department on the ICE programme and other important business initiatives.
* Communicate regularly with external partners like the NHS, NUG, regional IT departments, and health boards to meet their communication needs and promote product usage. Produce weekly newsletters for the primary care market and other relevant communications.
* Manage crisis communications for customers, including notifications about major incidents, maintenance, outages, and customer satisfaction updates, in collaboration with PR and Corporate Communications teams.
* Serve as a key stakeholder in the Go-To-Market process, overseeing all written communications for new product and feature launches, developing pilot packs, and engagement plans.
* Lead multi-channel campaigns to promote engagement with the Optum Help Centre and Optum Learn.
* Manage customer interactions across official and unofficial channels, including social media, and create user-friendly content for platforms like Facebook.
* Contribute to marketing materials, such as Sales Decks and Spotlight magazine, and assist with writing and proofreading tasks for the team.
* Ensure compliance with ISO and other legal and industry communication regulations.
Who You’ll Be
You will be a strong communicator with the ability to translate complex technical updates into customer-friendly content, with experience in crisis communications and reputation management. You should be comfortable balancing business priorities with customer satisfaction objectives.
Key skills and experience include:
* Experience in proofreading
* Confidence liaising with senior colleagues and external partners, including NHS and Health boards
* Experience managing multiple projects against tight deadlines
* Ability to develop and deliver multi-channel communication strategies
* Experience developing and implementing brand identity and tone of voice
* Experience in customer engagement and reputation management via social media
* Understanding of the healthcare-tech market (desirable but not essential)
* Experience in line management and team development
If you are eager to join an organisation where you can add value and develop further, apply today!
About us
Optum is a global organisation delivering care aided by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need.
We foster a culture of diversity and inclusion, offer talented peers, comprehensive benefits, and career development opportunities. Make an impact on communities and help us advance health equity globally.
Join us to start Caring. Connecting. Growing together.
Equality, Diversity, and Inclusion
We are committed to an inclusive, equitable culture where everyone can bring their whole selves to work and reach their full potential. We welcome applications from all qualified candidates, regardless of race, religion, gender, sexual orientation, age, disability, or other protected characteristics. Please inform us of any adjustments needed during your application process.
Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. Read our Blog for more info.
Applications should be made via the 'Apply now' button. Do not send bank or payment details. This job posting was created on 31/05/2025 by JR, United Kingdom.
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