Job Details:
NCR FS Customer Communications is responsible for creating and sending all communications related to software releases, migrations, marketing program updates, demand generation and executive communications as well as messages related to downtime and availability issues. Our customers are banks and credit unions in the United States. We work with a variety of content owners to develop communications, leveraging workflow tools to guide the process and we execute communications using home grown and third party communications tools.
Our team is focused on delivering the best experience possible for our customers through communications that are strategic, clear, consistent and action oriented.
The primary responsibility for this role is to work with content owners to develop communications related to software releases, migrations and maintenances. It requires collaboration and identification of the right strategy for a communication, providing recommendations for how to best communicate and to delivering the communication for prep and execution. Additionally, the position requires participation in on-call rotation and responsibility for sending templated communications related to service availability.
JOB CONTENT AND SCOPE (FUNDAMENTAL ROLE):
+ Collaborate with content owners to ensure communications are strategic and customer back – deliver on our strategic pillars
+ Develop communication strategies and gain approval from content owners
+ Manage the DACI and collaborate to ensure customer facing teams are aware of communications
+ Identify opportunities to streamline or consolidate communications in service to an improved customer experience
+ Have a holistic view of all Digital Insight communications and identify areas that require a different approach to be right for the customer experience
+ Manage communications projects from initiation to completion and deliver clear instructions for preparation and execution to ensure accuracy.
+ Finalize content based on agreed upon strategy to deliver for execution.
+ Participate in off hours on call schedule (estimated at 1 week every 2 months) to develop and send communications for production issues
+ Must be available during regular business hours and as scheduled for on-call support
+ Contribute to process improvements to deliver on our E2E strategy and identify additional opportunities for improvement
+ Ensure highest quality and accuracy
+ Engage in and or drive cross-functional teams to deliver results
+ Work with key content owners to get early planning view of upcoming comms and draft quarterly strategy
+ Build relationships across the organization
+ Prioritize and pivot as needed to deliver on our objectives
+ Manage special projects (based on communications team plan on a page and goals) that help transform communications to be a part of our business processes across the entire organization and deliver on our strategy
WORKLOAD:
+ 75% management of communications projects
+ 25% special projects
Qualifications
KNOWLEDGE/BACKGROUND/EXPERIENCE:
+ Requires a Bachelor’s degree (Communications, Journalism, Marketing) or equivalent related work experience
+ Ability to translate complicated information into a cohesive communication
+ Must have solid understanding of communications principles, practices and theory
+ Demonstrated experience developing communications strategies...
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