Assistant Communications Content Manager

Role: Assistant Communications Content Manager

Location: Birmingham, United Kingdom 

About the role: 

Working within Client's Customer Communications Centre of Excellence, you'll own the content development process end-to-end: shaping briefs, writing and editing communications, managing approvals and maintaining clear audit trails. You'll sit within a multidisciplinary squad and work in close partnership with an Assistant Communications Delivery Manager — you lead on content strategy and approval; they lead on technical build and implementation. Together, you'll stay jointly focused on delivering the right customer outcome.

This is a mid-senior specialist role with no direct reports, but with real influence. You'll draw on insight, best practice and continuous improvement to simplify content, reduce avoidable communications and support more effective use of digital channels — across a complex, regulated financial services environment.

What you will be doing: 

• Create and improve customer communications across email, letters, SMS and digital messaging — producing clear, accurate, well-structured copy that reflects Client's brand standards and best-practice principles.
• Shape briefs from the outset, working with stakeholders and squads to agree the right communication approach, balancing customer needs, channel capabilities and delivery timescales.
• Manage the end-to-end content development process — from brief to approval — ensuring all communications meet governance, regulatory, risk and assurance requirements, with complete records and approvals in place.
• Apply Consumer Duty principles to every piece of content, making sure communications are fair, accessible and explicit about what customers need to do next.
• Identify opportunities to simplify content, reduce avoidable communications and make better use of digital channels, while maintaining or improving customer outcomes.
• Partner with product, proposition and service teams to connect communications to the wider customer journey and Client's strategic priorities.
• Use internal insight and external market knowledge to improve communication effectiveness and identify opportunities to innovate.
• Contribute to planning, prioritisation, delivery and continuous improvement as part of a multidisciplinary, cross-functional squad.
• Build trusted relationships with internal stakeholders, agencies and suppliers to support clear accountability and high-quality delivery.
• Champion high standards within the Centre of Excellence — share knowledge, embed consistent ways of working and help raise practice across teams. 

What you need to be great in this role: 

• Experience in communications, marketing, CRM, digital or customer servicing, creating, updating or governing customer-facing content to a high standard.
• Strong writing and editing skills — you produce clear, concise, customer-friendly copy and adapt tone, structure and calls to action for different owned channels.
• Sound knowledge of email, print, SMS and digital messaging — including accessibility requirements, content hierarchy, character limits and call-to-action design.
• A customer-first mindset: a genuine commitment to clarity, fairness and reducing customer effort.
• Confident stakeholder skills — you ask thoughtful questions, challenge constructively and translate complex business requirements into effective communication outcomes.
• Sound judgement and strong attention to detail: you balance customer needs, brand standards, risk requirements and delivery timescales without compromising quality.
• Familiarity with governance, regulatory or risk frameworks in a regulated environment — financial services experience is an advantage.
• A continuous-improvement mindset — curious about customer insight, market developments and new ways to improve content and channels.
• Comfortable working in multidisciplinary teams, with the ability to build effective relationships across functions and with external partners.
• Proficiency with Gen AI tools relevant to content and communications work to enhance output quality and efficiency.
• Experience developing personal AI workflows that improve consistency and turnaround.
• Agentic approach to content development and problem-solving — able to break down complex briefs and identify efficient paths forward.
• Ability to critically evaluate AI outputs and apply human judgement — essential in a regulated financial services environment.

Req ID: 18850

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