Customer Experience Communications Manager

Customer Experience Communications Manager
Prudential Logo
Recruiter Prudential
Type Contract
Location [field_country_region]
Salary/rate £400.00-500.00 p/d
Posted 8th June 2018
Industry Marketing

Context for the role:

Our business is under-going significant transformation as we shift from providing a broadly intermediated, product based offering to one that creates market leading, customer led propositions sold through multiple channels with a strong focus on mobile and digital. This is a fundamental shift in how we deliver our service today.

The CS&I vision to simplify, enable and upgrade our end to end service for existing customers and as a result is investing heavily in new technologies, a complete transformation of our operating environment in order to deliver market leading propositions and experiences to its advisers, employers and end customers. At the heart of this is the outcome and experience we provide to our "customers", the role of the Customer Office is pivotal in ensuring that we deliver a compelling and consistent Customer Experience Strategy with supporting improvement agenda which is owned and delivered across the business. The Customer office exists to inspire, organise and drive our business in the delivery of consistently great outcomes for our customers.

This senior role has responsibility for driving Customer Experience/Journey communications improvements across all customer touchpoints both online and offline. The job holder will work to continually influence and implement improvements in customer communications across the journeys. Success will be measured through a combination of core business customer satisfaction and commercial KPI's eg cost reduction through paper reduction and digital adoption.

The role holder will set and manage customer experience communications framework and ensure that all customer touchpoints are positively impacting journey performance, driving up digital adoption, reducing call failure demand and ultimately positively impacting Customer Experience.

The job holder will work with all stakeholders involved in the design and delivery of customer journeys and the communication dependencies and opportunities they present.

To create best in class journey communications ensuring multi-channel integration and improved customer response off the back of them eg influencing behaviour.

Critically one key purpose will be to create new digitally designed communications as part of our Digital Transformation and ensure they integrate with the current suite offline.

Purpose statements:

  • To define and manage Prudential's Customer Experience/Journey communications strategy and work with stakeholders across the business to ensure that this strategy is translated into fully effective and market leading communications across all touch points, types of communications and channels. Ultimately to deliver business targets and to our Customer Outcomes.
  • Accountability for designing new digitally enabled communications as we develop and deliver the Digital Transformation and roadmap
  • Accountability for developing a proactive digital adoption strategy through our communications in order to drive increased online registration, self-service activities which in turn will result in call and paper cost reduction.
  • Accountability for mapping, owning and improving the effectiveness of existing communications across all touch points and journeys, through a proactive approach delivering incremental improvements that positively impact CX performance over and above transformation activities.
  • To develop an enduring framework will which be used to guide consistent, compelling and effective customer communications:
  • A consistent set of messages to better educate and inform our customers of the benefit of dealing with us digitally
  • A logical and effective timing and sequence to the delivery of communications driving improved business success; cost reduction and increased customer satisfaction
  • Integration between channels ensuring the customers receive communications through the right channels in the right way at the right time.
  • Functionally effective communications so that customers can quickly and easily navigate their way to the key information and undertake the correct action.
  • Emotionally effective communications so we use these opportunities to build a strong ongoing relationship with customers, which ultimately increases satisfaction.
  • A measurement and evaluation structure so performance and success of all communications can be tracke
  • Accountability for the decision making authority and sign off on customer experience/journey communications.
      • Communicating and embedding of a customer-centric culture across the business. Accountability for ensuring all stakeholders across the business understand what putting 'customer at the heart of the business' means and evidencing its contribution towards customer KPI's.
      • Managing and leading a team in accordance with Prudential's standards for performance management and development to deliver against CS & I business objectives and overall customer services strategy.

Knowledge statements: Expert knowledge of Customer Journey and Operational Communications Design and what drives customer adoption into Digital channels.