Operations Senior Comms Analyst

Join us as an Operations Senior Comms Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver clear communications and business updates
• You’ll be working with key stakeholders across NatWest Boxed.

As our Operations Senior Comms Analyst, you will take full ownership of the end-to-end communication strategy for end customers of our BaaS products, ensuring they receive clear, empathetic, and timely updates during incidents or technical service disruptions.

You'll also:

• Draft and execute all messaging for end customers of our BaaS products during live incidents. Working with Incident Managers to translate complex issues into simple, jargon-free information for end customers.
• Collaborate with Content Designers and Risk colleagues to build and maintain a library of pre-approved, compliant communication templates.
• Partner with colleagues to explore and apply AI skills to improve the speed and quality of drafting incident-specific communications.
• Work alongside and coordinate the delivery of notifications across multiple digital channels, ensuring the right message reaches the specific subset of impacted customers.
• Support the wider team in the delivery of service communications, ensuring end customers are kept informed of planned changes or platform enhancements.
• Navigate internal sign-off processes rapidly during live incidents, ensuring all messaging meets our risk and legal standards.
• Participate in post-incident reviews to provide insights on customer messaging performance and identify areas for improvement in tone and timing.

To be successful in this role, you’ll need exceptional writing & translation skills with the ability to write clear, empathetic copy under pressure, turning "tech-speak" into relatable info for end customers.

You'll also need:

• Experience collaborating with Content Designers and Risk teams to ensure messaging is both effective and compliant.
• Proven ability to work in high-pressure, fast-paced environments where quick thinking and logical impact analysis are essential.
• A proactive interest in using AI tools and mass-communication platforms (like Iterable) to enhance content drafting efficiency.

You’ll also need:

• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including Excel

Hours

Job Posting Closing Date: