Communications & Enablement Lead

To lead client experience communications and enablement across the organisation by developing and delivering clear consistent and customer-centric messaging that drives awareness understanding and adoption of client experience initiatives. The role is responsible for embedding service standards supporting change management and learning initiatives fostering employee engagement and equipping frontline teams with the knowledge and tools required to deliver seamless differentiated client experiences that align with the organisations customer experience strategy.

Qualifications :

Type of Qualification: First Degree
Field of Study: Business Commerce Communication Marketing or realted field

Experience Required

• A minimum of 7 years relevant experience in client experience communications change management employee engagement internal communications or a related business enablement role.

• Demonstrated experience in translating client insights customer feedback complaints data and service performance trends into targeted communication engagement and enablement initiatives that drive improved customer outcomes.

• Strong written and verbal communication skills with a proven ability to engage influence and manage stakeholders at all levels while effectively translating complex concepts into clear and compelling messages for diverse audiences.

• Proven track record in planning coordinating and executing client experience initiatives communication campaigns change management programmes or service improvement interventions that support adoption reinforce service standards and enhance the overall client experience.

• Experience designing and delivering employee engagement learning awareness or capability-building initiatives that promote customer-centric behaviours and embed a client-focused culture across the organisation

Additional Information :

Behavioural Competencies:

• Directing People
• Embracing Change
• Generating Ideas
• Providing Insights
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Client Knowledge
• Client Relationship Management
• Client Servicing & Retention
• Crisis Communication
• Customer Understanding 
• Heart of Customer Experience
• Operational PlanningProcess Management
• Strategic Alignment & Execution
• Written Communication

Remote Work :

No

Employment Type :

Full-time