We’re seeking a Customer Communications Specialist to create clear, engaging, customer-focused messaging across multiple touchpoints. This person will help ensure customers receive timely, accurate, and helpful communications that improve the overall customer experience and build trust. Previous insurance industry experience is strongly preferred.
Key Responsibilities
- Develop and execute customer communication strategies aligned with business and customer experience goals
- Create and manage customer-facing content across channels including email, SMS, web, app notifications, FAQs, and support materials
- Partner cross-functionally to translate complex information into clear, user-friendly messaging
- Support lifecycle communications including onboarding, updates, renewals, and issue resolution
- Lead communications during incidents, service disruptions, or major updates with clarity and transparency
- Maintain consistency in tone, voice, and brand across all communications
- Review and optimize existing messaging to improve engagement and effectiveness
- Use customer feedback and performance insights to continuously improve communication strategy
Qualifications
- Bachelor’s degree in Communications, Marketing, Journalism, or a related field
- 10+ years of experience in customer communications, content strategy, marketing, or a related role
- Strong writing, editing, and storytelling skills with a customer-first mindset
- Ability to simplify complex or technical information into clear, actionable messaging
- Experience collaborating with cross-functional teams in a fast-paced environment
- Strong project management and organizational skills
- Previous insurance industry experience strongly preferred
Preferred Skills
- Experience with CRM and customer communication tools such as Salesforce, HubSpot, Braze, or Zendesk
- Familiarity with customer journey mapping and lifecycle marketing
- Knowledge of A/B testing and communication performance analytics
- Understanding of accessibility and inclusive communication best practices
What Success Looks Like
- Customers receive clear, timely, and helpful communications throughout their journey
- Improved clarity reduces confusion and support inquiries
- Strong engagement and customer satisfaction metrics
- A consistent, credible, and customer-friendly brand voice across channels
