Customer Communications Officer

MAIN PURPOSE OF THE JOB:

The Customer Communications Officer will manage communications directed to AXA customers, which include but are not limited to letters, notices, forms, advisories, reminders, and front-liner spiels. He/she will identify gaps in the existing customer communication portfolio and implement quick wins and long-term enhancements that will maximize the use of communication to effectively improve customer experience--from purchase to after-sales service as well as the value creation of upsell/cross-sell opportunities.

KEY ACCOUNTABILITIES:

Ensure that current customer communications are engaging and easy to comprehend, and that there is consistency in message delivery.Develop and manage communications programs so that there is no overlapping and duplication of requirements from different units of the company.Review current customer communication portfolio to simplify and identify gaps for improvement in terms of content, delivery of message, and consistency in branding and visual identity.Support internal requestors and stakeholders in their customer communications requirements.Explore advances in technology or communication trends that can make communication more efficient, and formally cascade these to stakeholders accordingly.

EXPERIENCE AND QUALIFICATIONS:

Bachelor's degree in Communications, Journalism, Marketing, or a related field3+ years of experience in a similar role in insurance or financial services industry (preferred but not mandatory)Understanding of the industry’s regulatory and compliance issues for purposes of communicating effectively with stakeholders on a wide range of issuesStrong written and oral communication skillsDemonstrates attention to detail / organization skills. Strong proofreading skills to ensure all materials are high-quality and accurate.Decision-making and problem solving skills; with sense of urgency & orientation for deadlines; ability to successfully manage multiple tasksCuriosity to learn about the business/business oriented