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Customer Communications Lead

  • Location: New York, 10013
  • Job Type:Contract

Posted about 2 months ago

Grow your career as a Customer Communications Lead with an innovative global bank in New York, NY/Irving, TX. Long-term contract with excellent growth potential. Will be required to be onsite 2-3 days per week. Will play a critical role in helping to define and drive the Proactive Servicing strategy across the organization. All efforts will focus on anticipating and resolving a customer’s needs via new or enhanced capabilities, communications, agent enablement, etc. Customer Pain Points (CPP) will be identified in unison with the Customer Experience Team. Will be responsible for building project plans, presentations, meeting materials, research, and development of communications.
  • Own, direct and collaborate with cross-functional partners to deliver a portfolio of critical initiatives, acting as an internal consultant and trusted partner to recommend solutions and go-forward approaches.
  • Work with internal partners to create compelling, data-driven and digital-centric business cases.
  • Assess the market and competitive landscape to inform digital capabilities, experiences, and competitive trends.
  • Partner with other Servicing Communications Team Members, Domain Teams, Business Owners, Delivery teams, Operations partners and Legal/Compliance to ensure a seamless experience for customers and reduce the company’s exposure to operational and reputational risk by developing a best-in-class servicing experience across all customer communication touch-points and channels.
  • Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, product, and tech teams to ensure the creative strategy is executed cohesively across relevant channels.
  • Provide guidance and partnership with internal teams on messaging and tone that should be implemented across servicing communications.
  • Review creative, content, and copy with an eye for customer experience and copywriting- - ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
  • Support Communications Strategy that will achieve the following:
    • Digital First Customer Interactions: Leverage digital channels to enhance and simplify the experience and drive Digital Self Service.
    • Differentiate How We Communicate: Make it easy, interesting, and appealing for our customers to get the info they need.
    • Deepen Customer Loyalty: Create company preference by demonstrating value and increasing delight via differentiated servicing strategies.
    • Drive Key Business Metrics: Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection.
  • Create or overhaul servicing communications based on customer and business needs, market trends, and customer insights.
    • An understanding of the strategy, principles, and guidelines for Servicing Communications tone, style, and brand work. Ensure communications are consistent and threaded across touch points (online assets, letters, emails, SMS, etc) while executing flawlessly.
    • An eye for customer experience and copywriting – ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
  • Ensure Control/Compliance policies and procedures are closely followed throughout all creative development processes.
  • Manage, track, and report status on servicing communications projects across various stages of completion, including highlighting any risks or potential obstacles in meeting stated deadlines
  • Succeed against identified metrics, manage budget, and ensure key stakeholders are effectively working together.
  • 8+ years in business, customer experience, communications, or marketing strategy.
  • Excellent storytelling, PowerPoint, writing, and presentation skills.
  • Strong customer-centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals.
  • Knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles.
  • Strong project management capabilities.
About our client
Our client stands as one of the worlds most renowned global banks and trusted brand with over 200 years of continuously evolving financial services. Its teams provide unique insights to more than 200 million clients and enable progress all over the world. While growing your career, you will work alongside some of the smartest minds in the industry who are excited to share their knowledge and to learn from you.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.