TQUSI0686_5577 - Communicate and Customer Journey Speacialist

Exp: 3-4 years

As a Communication & Customer Journey Specialist, you will work daily with the Hibernation team, which is part of a larger program focused on customer data remediation and ensuring integrity. This is a multidisciplinary team where colleagues from Business, Compliance, Operations, and IT collaborate. The atmosphere is open and involved, with plenty of room for ideas and real impact. The program runs until 2027; you are joining at a crucial phase where the communication and activation strategy is being further expanded and operationalized.

Your Role:

You are responsible for how we approach customers within the Hibernation track. You design customer journeys, help determine contact moments and channels, and ensure the tone and content align with the customer’s situation. You will coordinate this with the Senior Aurora Communication Advisor.

You are more than just a writer; you think strategically about customer activation, identify when an approach isn't working, and propose improvements. You combine insights into customer behavior with a feel for processes to create communication that works. You are the guardian of the customer perspective within the team.

Typical Workday:

No two days are the same. One morning you might develop a new communication flow for a specific segment; in the afternoon, you might sit with Compliance to make a letter both legally sound and easy to understand. You will also coordinate with Operations on the feasibility of new contact moments.

Core Tasks:

• Develop and refine the communication/activation strategy for the Hibernation track.
• Design end-to-end customer journeys and contact strategies.
• Write and optimize customer communication across various channels.
• Ensure consistency and quality across all touchpoints.
• Translate internal process logic into understandable customer language.
• Collaborate with stakeholders in Operations, Compliance, Marketing, and Outreach.

Your Qualities:

• A professional who looks beyond just text; you connect customer behavior with process logic.
• Analytical, creative, independent, and a team player.
• Comfortable in complex environments; able to manage expectations and maintain an overview.
• Clear and concise writer; unafraid to give an opinion and take ownership.

What You Bring:

• 3 to 6 years of relevant experience in communication or customer journey design.
• Experience setting up communication strategies and designing journeys.
• Strong stakeholder management skills in multidisciplinary teams.
• Excellent written and verbal communication.
• Ability to translate data/behavior into communication choices.
• Experience in a regulated or financial environment is a clear advantage.