Customer Experience Communications Lead

Birmingham | Haywards Heath | London | Full time, permanent.

Posted: 11/05/2021
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Closing on: 11/06/2021

Job summary

As our business grows, so does our CX team. It’s an exciting time for us and we’re looking for a CX Comms Lead, reporting to our Head of CX. You will work on a wide range of customer communications initiatives. Everything from comms journey mapping and planning, to being the custodian of our tone of voice to writing the comms our customers hear and read every day; what makes it ‘feel’ like Bought By Many.  

This role will suit someone who is used to working in a fast-paced entrepreneurial environment, where change is constant and flexibility is vital. We are also a regulated business, so you will need to be comfortable switching between ensuring a compliant environment, whilst creating engaging and emotional connections with our customers and people.

Your key responsibilities

  • You will be the custodian of our Bought By Many Tone of Voice. You will be accountable for lovingly maintaining it whilst working with key stakeholders to continuously ensure it’s fit for purpose.
  • You will (indirectly / dotted line) lead a cohort of Tone of Voice champions across the business and be responsible for training and supporting them.
  • You will own the overall customer comms journeys across the organisation and work with marketing, CX, operations and tech to ensure the individual comms journey a customer gets is joined up, personalised and effective.
  • You will work closely with marketing on customer contact strategy and ensuring content is joined up between marketing (pre sale) and operations (post sale) comms
  • You will work closely with the tech teams on customer resources on our website including everything from education or regulatory content to the online help centre.
  • You will oversee the functionality for all operational customer communications and will personally write a large number of the core documents. You will support the champions to create others and edit / review where necessary.
  • You will work closely with our tech squads who own functionality for online customer processes (such as quote & buy or my account area where customers can make changes or view documents and claims info) and oversee copy and content ensuring that customers are experiencing a journey that works for their needs.
  • You will work closely with the operational teams (sales, servicing, renewals, claims) through the champions to ensure tone of voice is embedded in all speaking / writing and individual one-off personalised customer comms.
  • You will have accountability for the content and journey flow of all our telephony messaging, working closely with the tech operations team to always keep this tip top.
  • And last but by no means least you will be a key member of the CX leadership team and bring fun, ideas and challenge to our already lively group!

How you’re measured

  • You can demonstrate an understanding of how communications link to customer engagement, satisfaction and organisational success.
  • Quality is second nature to you, and you take pride in attention to detail.
  • You are a strategic thinker who can see the big picture of how communications tie an organisation together internally with each other and externally with customers.
  • You are clear on how to take accountability for delivery in an environment that is ever changing and where you often must set your own outcomes.

What you bring

Knowledge

  • You have a strong understanding of the role a CX team plays in creating a customer focused culture.
  • You are an excellent writer and will have had written a variety of comms for different types of audiences.

Skills and personal attributes

  • You have exceptional organisational skills and can balance priorities and manage multiple tasks simultaneously.
  • You can balance the need for compliance and regulation with the personality and emotional depth needed for great customer communications.

Experience and qualifications

  • You will have worked in a fast-paced environment in either internal or external comms, marketing, CX, agency or an operational role where writing for customers was a large part of your job.
  • Ideally, you’ve worked with dynamic customer comms platforms (scheduled comms, personalised campaigns) and operational communications tools (call centre comms, online help centres, telephony systems).
  • You will have worked with varied stakeholder groups delivering complex projects / pieces of work; preferably in a regulated environment.
  • You will have delivered communications in innovative and engaging ways through a variety of mediums and channels.

Download the Job Description here.

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

up to £50,000


Benefits


Hours of work

Monday to Friday 09:00-17:30


Line manager

Head of Customer Experience


Locations

Alpha Tower, Suffolk Street Queensway, Birmingham B1 1TT

Oakfield House, 35 Perrymount Road, Haywards Heath, West Sussex, RH16 3BW

Unit 1B, 1-10 Summers Street, Farringdon, London EC1R 5BD

Apply for Role

Submit your details and CV here to apply.

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To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder