Senior Customer Communication Change Consultant

Senior Customer Communication Change Consultant
London
Permanent

DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

What you'll be doing:

• Lead the coordination and delivery of customer communication changes across the business, including managing change cycles, pre-printed document updates, and remediation activity.

• Oversee review and approval processes through systems such as Tag, ensuring all communications meet regulatory and brand compliance standards, with prompt resolution of any issues.

• Understanding of dynamic and system generated customer communication templates, customer journeys and basic understanding of platforms and software that generate such communications. Ensuring consistency, accuracy, and an optimal customer experience.

• Maintain version control and deliver updates to insert matrices, alongside managing stock levels of printed inserts and booklets in collaboration with print suppliers.

• Build and manage strong relationships with internal stakeholders and external suppliers, ensuring effective delivery and alignment of communication changes.

• Utilise tools such as JIRA and Confluence to track, document, and support change initiatives, ensuring clear governance and visibility.

• Provide guidance and support to team members, sharing expertise to enable effective delivery and continuous improvement.

Our hybrid model offers a ‘best of both worlds’ approach. When you’ll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.

What you’ll need:

• Must have strong experience within financial services, with a solid understanding of relevant regulations and compliance frameworks.

• Proficient in JIRA and Confluence, with experience using these tools to manage and track change activities.

• Proven experience managing change to customer communications templates across all channels

• Strong understanding of both static and dynamic communications and how they are applied within a regulated environment, specifically insurance/finance.

• Demonstrates an awareness of the FCA, Financial Services bodies and specifically Consumer Duty, always ensuring compliance.

• Experience using Microsoft Project and Visio to support planning, documentation, and process mapping.

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

• Employer contributed pension

• Annual company bonus

• Discounts on Insurance products

• Generous holiday allowance

• Flexible benefits package including optional health and dental insurance

• Buy as you earn share scheme

• Employee discounts and cashback

• Plus, many more

We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.

Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.

Be yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.