We are looking for a senior Customer Engagement & Communication Strategy professional who can turn complex customer communication into something simple, relevant, engaging and easy to understand.
This role sits at the intersection of:
? Customer Experience & Engagement
? Communication Strategy
? Creative Storytelling
? Digital & Omnichannel Communication
? GenAI & Emerging Technologies
? Customer Behaviour & Segmentation
What will you do?
- Develop customer communication and engagement strategies
• Decide what to communicate, to whom, how and through which channel
- Drive communication across Email, WhatsApp, SMS, App, Video, Infographics and other digital channels
- Simplify complex insurance/customer-service information
- Build communication strategies for different customer segments and generations
• Leverage AI & GenAI tools to improve speed, creativity and personalization
- Work closely with Customer Service, Marketing, Digital, Technology, Operations, Legal & Compliance
- Manage creative/digital agencies and senior stakeholders
What are we looking for?
✅ 10–15 years of relevant experience
✅ Robust customer communication & engagement strategy experience
✅ Excellent storytelling and presentation skills
✅ Strong understanding of customer behaviour and segmentation
✅ Digital-first & creative mindset
✅ Hands-on familiarity with ChatGPT / Gemini / Claude / Canva / Figma / Adobe / Video tools
✅ Ability to simplify complex information into compelling customer communication