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.
  
  

What you'll do

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.
  
  

The skills you'll need

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