Customer Communications Manager

Role purpose
Our customer marketing team is central to ensuring we issue clear, effective communications that help customers easily understand and engage with our products, driving positive outcomes and helping ensure their retirement will be more rewarding. This essential role is responsible for the creation, review and ongoing maintenance of all customer correspondence generated by our platforms. Its purpose is to ensure every communication is clear, compliant and customer-focused, reflects our tone of voice, follows our SOLVE principles wherever possible, and meets the governance standards required across the group.

You’ll spend your time:
Leading the management of customer correspondence generated by our platforms.

• Taking ownership of the inventory of customer communications generated across our platforms, ensuring outputs remain accurate, up to date and aligned with regulatory requirements and business objectives.
• Creating, reviewing and maintaining platform-generated customer correspondence, ensuring communications are written in our tone of voice, are easy to understand and support good customer outcomes.
• Championing the application of our tone of voice and SOLVE principles across all customer communications, continuously identifying opportunities to improve clarity, accessibility and customer understanding.
• Working closely with product, operations, change, technology, compliance, risk and customer teams to design and develop new and improve existing outputs.
• Acting as the subject matter expert for customer correspondence, providing guidance and challenge to stakeholders on communication design, content and customer experience.
• Ensuring all new, amended and retired communications follow the appropriate governance and approval processes, maintaining complete records within Nutshell.
• Managing the annual review programme for customer correspondence, ensuring outputs are reviewed, approved and evidenced in line with governance requirements.
• Identifying opportunities to rationalise, simplify and enhance customer communications, reducing complexity and improving consistency across the group.
• Making effective use of customer insight, feedback, complaints and behavioural data to improve communications and drive better customer outcomes.
• Supporting strategic change initiatives, platform developments and regulatory projects by ensuring customer communications are designed and delivered effectively and on time.
• Building strong working relationships across the business to ensure communications are developed efficiently and aligned with wider customer and commercial objectives.
• Ensuring everything produced adheres to regulatory requirements, internal standards and agreed governance processes.

A bit about you:
We’d really like you to have/be:

• Proven experience creating, reviewing and managing customer communications, ideally within financial services.
• Strong understanding of customer needs and behaviours, with a customer-centric mindset and a passion for improving customer outcomes.
• Excellent copywriting, editing and proofreading skills, with the ability to translate complex information into clear, concise and engaging communications.
• Experience working within governance, risk and compliance frameworks, including approval and review processes.
• Knowledge of financial services products, platforms and regulatory requirements, particularly those relating to customer communications and financial promotions.
• Strong stakeholder management skills with the confidence to challenge constructively and influence decision making.
• Excellent communication and interpersonal skills to build relationships and collaborate effectively with internal and external stakeholders.
• Strong organisational and planning skills, with excellent attention to detail and the ability to manage multiple priorities and deadlines simultaneously.

You'll have a passion for creating communications that genuinely help customers understand what's happening and what actions they may need to take.
You'll think critically and challenge existing communications, always looking for opportunities to simplify complex language, improve customer understanding and enhance the overall experience.
You’ll have strong copywriting, proofreading and editing skills to deliver clear and concise messages to a variety of audiences.
You’ll have strong analytical skills, quickly finding your way around a spreadsheet and fully understanding data requirements when developing customer campaigns.
You’ll be highly motivated with a ‘can do’ attitude. Well organised, you're the type of person who asks great questions to understand expectations.
Interpersonal skills are important attributes for this role, including the ability to negotiate, influence and collaborate. You’ll be passionate about the work you deliver and understand the impact on the audiences you are communicating to.
You’ll understand what Nucleus' core purpose is and you support our core values and personally demonstrate these.
Adaptability and resilience are essential in this fast moving, changing environment.
A little about us
We’re Nucleus and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.