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 stakeholder coordination.
Key Skills for This Role
Full Job Posting
Role purpose
Lead execution, governance, and optimization of customer communications across digital channels.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and stakeholder coordination.
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 Sitecore CMS, chatbot and conversational AI solutions, and knowledge management systems.
- Drive content strategy and lifecycle management, migration projects, and digital asset governance.
- Coordinate with Product, Technology, Digital Banking, CRM, UX, Compliance, Marketing, and external vendors.
- Monitor communications effectiveness, platform performance, customer engagement metrics, and operational KPIs.
- Identify automation, AI, and process optimization opportunities; establish communication standards, testing frameworks, governance controls, and 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 with Sitecore, AEM, Drupal, or similar platforms.
- Proven leadership of 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; UAT and release management.
- Conversational AI, chatbot platforms, knowledge management, content governance, Agile delivery, and JIRA.
- Digital banking platforms, process automation and optimization, regulatory and compliance awareness, and data-driven customer engagement.
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