Senior Communications Coordinator / Digital Communications Manager
Role Overview
Lead execution, governance, and optimization of customer communications across digital channels, supporting customer experience, regulatory compliance, and operational excellence.
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, supporting customer experience, regulatory compliance, and operational excellence.
Own digital content platforms, communication journeys, UAT, chatbot administration, release management, and coordination across Product, Technology, CRM, UX, and Marketing.
Key responsibilities
- Lead customer communications across mobile app, web, email, SMS, push notifications, and emerging channels.
- Own platform governance, content publishing, release validation, and production deployments.
- Manage UAT, regression testing, defect resolution, and customer journey validation.
- Administer Sitecore CMS, chatbot platforms, conversational AI solutions, and knowledge management systems.
- Drive content strategy, lifecycle management, migration, and digital asset governance.
- Coordinate with internal teams and vendors to deliver business priorities.
- Monitor communication effectiveness, platform performance, customer engagement metrics, and operational KPIs.
- Identify automation, AI, and process optimization opportunities; establish standards, testing frameworks, 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, such as Sitecore, AEM, 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.
- 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 and chatbot platforms; digital content governance; stakeholder and vendor management.
- Agile delivery, JIRA, digital banking platforms, process automation, regulatory awareness, and data-driven customer engagement.
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