Senior Communications Coordinator / Digital Communications Manager
Role Overview
Lead the execution, governance, and optimization of customer communications across digital channels.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and stakeholder coordination.
Key Skills for This Role
Full Job Posting
Role purpose
Lead the execution, governance, and optimization of customer communications across digital channels.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and stakeholder coordination.
Key responsibilities
- Lead customer communications across mobile app, web, email, SMS, push notifications, and emerging digital channels.
- Own platform governance, content publishing, release validation, and production deployments.
- Manage UAT, regression testing, defect resolution, and customer journey validation.
- Administer and optimize CMS, chatbot, conversational AI, and knowledge management systems.
- Drive content strategy, lifecycle management, migration projects, and digital asset governance.
- Coordinate with internal teams and external vendors to deliver business priorities.
- Monitor communication effectiveness, platform performance, engagement metrics, and operational KPIs.
- Identify automation, AI, and process optimization opportunities.
- Establish 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 experience with enterprise CMS platforms such as Sitecore, AEM, Drupal, or similar.
- Proven experience leading UAT, release management, 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 and release management.
- Conversational AI, chatbot platforms, and digital content governance.
- Stakeholder and vendor management; Agile delivery and JIRA.
- Digital banking platforms, process optimization, compliance awareness, and data-driven customer engagement.
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