Customer Communications Manager

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

We’re recruiting for a Customer Communications Manager to join us. You will plan, write and deliver operational communications (e.g. End of Term, Arrears, Review letters and emails) for multiple distribution channels, products and mediums. You will also manage Customer Communication work streams for Product / Proposition / UW / Regulatory /Customer Experience and / or Brand changes to deliver communications to deadline whilst ensuring all collateral is on brand and adheres to approvals procedures.We want to make sure our customers feel supported throughout their time with Legal and General, and know the communications they receive (and how well they’re written!) play a key part in that.

• Writing new or enhancing existing Customer Communications, understanding the part it plays in the customer/product journey and experience

• Being a copywriting champion – always thinking about tone of voice, messaging hierarchy, calls to action, behavioural science, and whether the communication is easy to understand

• Managing changes, including: creating plans, scoping impacted communications, drafting changes, making recommendations for development, gaining stakeholder approval, testing and coordinating the delivery with IT

• Ensuring communications are clear, fair, and not misleading and are fully compliant with any rules and guidance issued by the relevant regulators, including relevant data protection legislation

• Ensuring sufficient prominence is given to key policy features and benefits at each touch point along the customer journey (for example Reviews, End of Term, Arrears, Cancellations). Also ensuring that the processes used to effect detailed terms and conditions result in a fair approach to customer requests to change product, switch provider and make a claim or complaint

• Working with the data analyst and developers, putting in place, seeking and analysing management information (MI). Making data and insight-led decisions, taking into account relevant feedback and research, that maximise the impact of operational communications, ensuring communications are being understood and are resulting in good customer outcomes

• Keeping vulnerable customers in front of mind, prioritising customer-centric improvements which remove friction points from the journey

• Managing transformation projects to digitise and transform Customer Communications. We want best practice communications with the best outcomes and experience for customers, whilst making the best and most efficient use of technology and budgets

• Ensuring best practice fulfilment, with communications being cost-effective and delivered on time. Supporting by ensuring robust and effective processes and controls are in place and documented for the fulfilment suppliers and postal services

Who we're looking for:

• Knowledge of Insurance products
• Understanding of branding principles 
• Strong attention to detail and organisational skills 
• Strong written and verbal communication skills 
• A good understanding for rules-based logic and segmentation to create dynamic communications
• Experience in writing for both digital / emails and printed communications
• Good team player. Able to build strong relationships with key internal and external stakeholders
• A good understanding of the ways in which customer data is created, gathered, transferred and manipulated

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.