Operations Senior Comms Analyst
NatWest Group, Chalkwell, Southend-on-Sea
Operations Senior Comms Analyst
Salary not available. View on company website.
NatWest Group, Chalkwell, Southend-on-Sea
- Full time
- Permanent
- Onsite working
Posted today, 11 May | Get your application in now to be one of the first to apply.
Closing date: Closing date not specified
Job ref: c5c74917b70c4f31b90c29a4a159b5ea
Location ref: Chalkwell, Southend-on-Sea
Full Job Description
- 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. What you'll do As our Operations Senior Comms Analyst, you will take full ownership of the end-to-end communication strategy for end customers of our BaaS products, ensuring they receive clear, empathetic, and timely updates during incidents or technical service disruptions. You'll also:
- 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 for end customers.
- 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 our 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.
To be successful in this role, you'll need exceptional writing & translation skills with the ability to write clear, empathetic copy under pressure, turning "tech-speak" into relatable info for end customers. You'll also need: - 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.
- A proactive interest in using AI tools and mass-communication platforms (like Iterable) to enhance content drafting efficiency. You'll also need:
- Experience of analysing and using performance data
- The ability to convey information in a simple and understandable way
- An understanding of contact centre operations and performance metrics
- Microsoft Office skills, including Excel
Direct job link
https://www.jobs24.co.uk/job/operations-senior-comms-analyst-126826228