Product Communication Strategist
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As a Product Communication Strategist with Citizens Access, you understand that every communication has a goal and desired outcome and strive to identify customer needs and find the right content and delivery method to meet those needs using logic, hard data, and empathy for our customers to inform your choices.You advocate for solutions that balance the needs of customers with business objectives.
Citizens Access, a division of Citizens Bank, is an online-only banking platform offering high yield, no fee, FDIC-insured savings and certificates of deposit accounts. Since all of our customer communications are delivered digitally, this role will be responsible for delivering a consistent brand voice with compelling and effective content across a variety of mediums. This role will work cross-functionally with many departments, including Product, Marketing, Operations, Customer Experience, and Senior Leadership, to ensure Citizens Access continued success.
Successful candidates will have a strong work ethic, be self-motivated with an exceptional attention to detail.They will also thrive in an ever changing result driven environment with the passion to learn and grow.
Primary responsibilities include:
Communication Strategy - Responsible for designing and evolving integrated customer servicing communications by assessing business needs, defining goals, asking the right questions, framing the problems to solve, defining the method to communicate (e.g., alert, email, e-document), developing copy and socializing across a variety of stakeholders
Communication Execution and Management – Support requirements development, execution, testing and ongoing monitoring of all customer service communications related efforts.Manage vendor relationship to ensure quality and consistency in content delivery. Prioritize and manage roll-out of vendor enhancements. Responsible for analyzing the success of Citizens Access customer communications which includes establishing metrics, dashboards and ongoing trending insights.
Risk & Compliance – Accountable for ensuring that all Citizens Access customer communications are fully compliant with all laws and/or regulations, using enterprise systems for approvals, auditing and management
Product Governance – Support end-to-end product governance managing the operational and regulatory risk of Citizens Access. The end to end view encompasses all aspects of product management including, but not limited to, activities that may impact financial performance, customer experience, or risk of the product.
3-5 year of experience in public relations, communications, content marketing, or related field.
Energetic, efficient, self-motivated and resourceful team player and individual contributor
Superb written communication and copy-editing skills
Meticulous attention to detail, able to multitask, meet deadlines, and adjust to changing priorities
Ability to ‘look around corners’ and think about the long term needs, goals and strategies.
Ability to quickly adapt to and grasp new systems and tools that are used by the team
Proficient computer skills including Microsoft Office suite, particularly Microsoft Excel and PowerPoint (high level Excel and PowerPoint skills required, including experience with developing charts, pivot tables, and complex formulas)
Knowledge of banking products and functions is preferred
Bachelor's Degree preferred
Hours & Work Schedule
Hours per week: 40
Work Schedule: 8:00am - 5:00pm, Monday - Friday
Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment OpportunityIt is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.
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