What is the opportunity?

A dedicated Customer Communications Manager is sought to join the Customer Experience team, responsible for the appearance, style, and tone of New Ireland Wealth and Insurance customer communications.

Your responsibility is to develop customer-focused content that boosts engagement, improves customer understanding, and strengthens the New Ireland brand. You will have a significant impact on shaping the customer journey, crafting engaging customer-centric communications, and simplifying our financial services for customers.

In this role, you will:

• Implement New Ireland's refreshed brand tone of voice guidelines, ensuring consistency and crafting a fresh look, feel, and tone in our written communications.
• Regularly review and update important customer communications, crafting engaging content for various channels like letters, scripts, emails, texts, and digital platforms to ensure a positive customer experience.
• Build clear, concise, and jargon-free content tailored to diverse audiences, to support customers' understanding of complex life assurance products and processes.
• Stay informed about industry trends, customer behaviour insights, and standard methodologies to deliver innovative and impactful content.
• Collaborate with legal and compliance teams to ensure all content meets regulatory requirements specific to the life assurance industry.
• Partner with the Operations and Product teams to align content with strategic objectives and customer needs.

What will make you stand out?

Experience with any of the following will help you to stand out but is not necessary in order to apply for this role:

• Ability to translate complex information into clear, customer-friendly language.
• Understanding of life assurance and pension products and services, or the ability to quickly learn about the industry and its regulatory landscape.
• Outstanding writing, editing, and proofreading skills with a strong attention to detail.
• Knowledge of plain English principles and customer-centric communication practices.
• Experience in writing for customer experience, marketing, or regulated environments.
• Demonstrated ability to work collaboratively with colleagues, customers, partners, and team members to achieve desired outcomes.
• Track record of crafting/editing content in a fast-paced environment.
• Ability to balance multiple projects simultaneously across different media.
• High energy, bias for action, drive for results.
• Collaborative and collegiate great teammate who takes full ownership of work, responsibility for their performance and is flexible in supporting team members.

Essential Qualifications

Third level degree, preferably in English, Marketing, Communications, Creative Writing, or Journalism.

More about the team:

The primary objective of the Customer Experience team is to own the customer journey and support the delivery of positive customer experiences across all touchpoints.

This is a hybrid role and can be done anywhere in the Republic of Ireland with the primary office location in Dublin. Travel will be required for in-person collaboration, with exact frequency to be agreed with the manager.

#li-hybrid #ij-hybrid

Why work with us?

The Bank of Ireland company culture priorities work-life balance with an opportunity for flexible working, along with 23 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity parent leave, an innovative fertility and surrogacy policy, working parent and carer supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor, and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career!