NewDay is searching for a Senior Manager Customer Communications. As a Senior Manager, you’ll build and lead a newly formed team within NewDay’s Marketing & Communications function. The role focuses on driving the Communications approach and governance for NewDay’s Card and Embedded Finance products – ensuring customers feel confident and connected through clear communications across the lifecycle. This is a high-impact opportunity to work at the centre of customer communications strategy and governance.
How you’ll contribute
Own customer communications governance, best practices and execution standards across the business
Directly lead select communications journeys such as customer statements and payments, while working with stakeholders to identify “hot spot” areas which this team will map and drive recommendations for improvement
Use structured problem solving to create clarity for ownership of key customer comms topics, and standardise comms processes across the business
Embed and document our refreshed approach to customer communications through updates to policies, processes and frameworks
Build and lead a high-performing team, responsible for comms development, ownership and optimisation, as well as driving best practice and learnings across the organisation.
Work cross-functionally with teams including Creative Studio, Commercial Analytics, Salesforce and Product teams ensuring alignment and delivering improvements with strong commercial and customer impact.
We're looking for these essential skills
Experience creating and delivering Customer Communications Strategies across multiple channels within a regulated environment
Experience leading end-to-end creative development of customer communications, including partnership with an internal or external agency
Proven success developing processes, driving resolutions, and shaping undefined areas
Strong analytical mindset with comfort with metrics reporting, including analysing data, performance indicators, and market trends to inform recommendations and support evidence-based decision making
Excellent stakeholder management and influencing skills, with experience working cross-functionally to deliver shared outcomes
Excellent written and verbal skills, with comfort creating and sharing customer experience and communications recommendations with senior audiences
Ability to operate with pace and adaptability in a dynamic environment, utilising enthusiasm for innovation and change to respond effectively to evolving priorities
Experience leading and developing teams
It’s a plus if you also have these skills
Experience working within financial services or another regulated industry
Experience leading the governance element of customer communications in support of Consumer Duty
Experience using tools such as UserZoom to inform customer insight
Experience using AI tools to improve efficiency and workflows, with enthusiasm for further tool exploration
Experience with Salesforce Marketing Cloud platform
Externally this role could be known as:
Senior Customer Communications Manager, Customer Experience Communications Lead, Communications Strategy Manager, Customer Journey Communications Lead, Customer Comms Governance Lead
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At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of protected characteristics or identities. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process.
Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you.
We work with Textio to make our job design and hiring inclusive.
PermanentSkills Required
- Experience creating and delivering customer communications strategies across multiple channels within a regulated environment
- Experience leading end-to-end creative development of customer communications, including partnership with an internal or external agency
- Proven success developing processes, driving resolutions, and shaping undefined areas
- Strong analytical mindset with comfort with metrics reporting, including analysing data, performance indicators, and market trends to inform recommendations
- Excellent stakeholder management and influencing skills, with experience working cross-functionally to deliver shared outcomes
- Excellent written and verbal skills, with comfort creating and sharing customer experience and communications recommendations with senior audiences
- Ability to operate with pace and adaptability in a dynamic environment, utilising enthusiasm for innovation and change
- Experience leading and developing teams
- Experience working within financial services or another regulated industry
- Experience leading the governance element of customer communications in support of Consumer Duty
- Experience using tools such as UserZoom to inform customer insight
- Experience using AI tools to improve efficiency and workflows
- Experience with Salesforce Marketing Cloud platform
What We Do
At NewDay, our business is focused on a single, clear and defining purpose: to help people move forward with credit. We provide nearly 4 million customers with responsible access to credit, underpinned by best-in-class customer service and exceptional user experience. Our in-house, highly scalable digital platform alongside our proprietary credit decisioning capability unlocks our competitive advantage. Our broad credit product offering enables instalment finance, BNPL, 0% finance and carded and digital revolving credit. We operate multiple direct-to-consumer products and a range of credit solutions with some of the UK’s most loved brands. Our underwriting capability and experience allow us to responsibly say yes to more UK customers making us a merchant partner of choice. We partner to harness the power of data to drive commerce across the UK, creating value at scale.
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