Job Title: Business Analyst (intermediate) (MAX 4957)
Work location: Central
Duration: 35 weeks contract No. of Role: 1
This role is very hands on with very little help from an external agency to do the creative work, so the candidate must be able to handle producing the assets on his/her own using online tools
Job Description
Duties: Customer Experience (CX) Culture & Communications Associate
Job Description
The Customer Experience Culture & Communications Associate will play a pivotal role in driving and embedding a customer-centered culture throughout Banking Group.
This individual will leverage their expertise in communications and change management to effectively convey the vision, benefits, and practical aspects of this cultural transformation, ensuring broad understanding, engagement, and adoption across all levels.
They will assist in developing and executing communication strategies, RED programs, and supporting initiatives that cultivate a customer-first mindset.
Key Responsibilities
• Culture Change Communications Strategy:
Develop and implement comprehensive communication plans and campaigns to promote a customer-centred culture, ensuring messages are clear, consistent, and engaging for diverse internal audiences.
• CX Culture Program Development & Support:
Assist in the creation, design, development and implementation of programs designed to drive and sustain cultural change. This includes creation of compelling communication artefacts like articles, eDMs, newsletters etc, where possible leveraging Behavioural Science to drive awareness, engagement and adoption of the CX culture programs, event management and campaign execution. Support existing programs including driving uptake of empathy training, drive audience participation in RED Huddles, manage nominations and awards for CX Champs etc
• Feedback & Measurement:
Support efforts to gather feedback on communication effectiveness and cultural shift progress. Assist in analyzing data to identify areas for improvement and adjust strategies accordingly.
• Internal Branding: Contribute to creating a strong internal brand for the customer-centered culture initiative, making it recognizable and aspirational for all employees.
• Stakeholder Engagement & Alignment: Collaborate with various departments, leadership and regional teams to foster buy-in and active participation in CX culture transformation initiatives.
Qualifications and Skills
• Bachelor’s degree in Communications, Customer Experience, Behavioural Science, Marketing or a related field.
• Proven experience (e.g., 2-4 years) as a communications specialist within an organization, preferably in financial industry especially banking sector with a strong portfolio showcasing effective communication strategies and project/ event management.
• Demonstrated experience in supporting or driving organizational transformation or change management initiatives.
• Excellent written and verbal communication skills, with the ability to tailor messages to different audiences and through various channels.
• Strong interpersonal and stakeholder management skills, with the ability to influence and collaborate effectively.
• Ability to think strategically about communication and its role in driving cultural change.
• Highly organized, detail-oriented, and capable of managing multiple projects simultaneously.
• Proficiency in modern communication and creative tools and platforms (e.g., intranet Sharepoint systems, Canva, Politemail etc).
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