Senior Communications Coordinator / Digital Communications Manager
Role Overview
Lead execution, governance, and optimization of customer communications across digital channels.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and coordination across Product, Technology, CRM, UX, and Marketing.
Key Skills for This Role
Full Job Posting
Job purpose
Lead execution, governance, and optimization of customer communications across digital channels.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and coordination across Product, Technology, CRM, UX, and Marketing.
Key responsibilities
- Deliver customer communications across mobile app, web, email, SMS, push notifications, and emerging digital channels.
- Govern communication platforms, publish content, validate releases, and manage production deployments.
- Manage UAT, regression testing, defect resolution, and customer-journey validation.
- Administer Sitecore CMS, chatbot platforms, conversational AI, and knowledge-management systems.
- Lead content strategy, lifecycle management, migrations, and digital-asset governance.
- Coordinate with internal functions and vendors to deliver business priorities.
- Monitor communication effectiveness, platform performance, engagement metrics, and operational KPIs.
- Identify automation, AI, and process-optimization opportunities.
- Maintain communication standards, testing frameworks, governance controls, and operating procedures.
Experience and qualifications
- 10+ years of experience in digital communications, digital channels, CRM operations, digital banking, content management, or customer-engagement platforms.
- Strong enterprise CMS experience, such as Sitecore, Adobe Experience Manager, Drupal, or similar.
- Experience leading UAT, release management, digital-platform enhancements, and customer-journey testing.
- Hands-on experience with conversational AI, chatbots, knowledge bases, and customer-engagement platforms.
- Banking, financial-services, fintech, or large-scale digital-organization experience is preferred.
- Strong understanding of Agile delivery, JIRA, digital analytics, and customer-experience management.
- Ability to manage senior stakeholders, vendors, and cross-functional teams.
Key skills
- Digital communications and customer-journey management.
- Enterprise CMS, including Sitecore or AEM.
- UAT, release management, and conversational AI or chatbot platforms.
- Digital content governance, stakeholder and vendor management, Agile delivery, and JIRA.
- Digital banking platforms, process automation, optimization, regulatory awareness, and data-driven customer engagement.
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