CX - Communications

Job Summary

•    The Customer Experience (CX) Communications & Change/Engagement Management team creates, manages, and implements SCB CX communication strategy and ensure initiatives are aligned to global Customer Experience priorities. Working closely with corporate and internal communications, the CX Communications team will be responsible for managing and executing high-impact, global communications that engage and empower our employees and customers and communicate critical information to employees and customers.

Key Responsibilities

Driving Culture of client centricity
•    Responsible for the formulation and driving the CX strategy to build client centricity across the segments, product, and channels.
•    Responsible for the activities related to the Client Experience best practices for staff awareness and adoption ef CX fairs, CX hackathons
•    Responsible for running internal recognition programmes for frontline staff–rewarding great experience rendered to clients
•    Responsibility for participation in external industry events representing SCB for Client Experience
•    Responsible for participating in the Bank driven Training programs like D1R training for new staff –and ensure that the strategy of” how to deliver great client experience” strategy is communicated to new employees of the Consumer Banking Business
•    Formulate training sessions for existing frontline staff addressing client pain points
•    Responsible for being the lead in co ordinating and running the activities for all awards programs/townhalls for the consumer banking business and events that involves client interactions like Gifts during occasions, customer experience week etc
•    Responsible for running internal staff engagement surveys/ platforms to ensure the consumer Banking staff and staff from other segments can provide feedback and receive information on CX initiatives
Responsible for the Communication Pillar of the CX Strategy  
•    Responsible for Embedding a client communication framework covering 
•    Client communication modes –physical / digital
•    Recommended frequency of reaching out to clients 

•    Client selection criteria for initiating feedback
•    Communication prioritisation criteria
•    Recommended ways of communicating (jargon etc.)
•    Recommended template
•    Maintain an ongoing, line of sight engagement strategy around SCB UAE CX strategic goals and initiatives for an internal audience.
•    Develop a robust, comprehensive employee and customer communications plan in support of the company CX strategy.
•    Develop a platform and process for creating messages, scripts, and presentations for SCB CX/Consumer Banking Leadership.
•    Distil complex information into engaging content for presentations and messages to a variety of global audiences.
•    Drive clarity, timeliness of messages and production of collateral to the appropriate audiences
•    Ensure CX communications are consistent and integrated with external and marketing communication initiatives and provide a global reach.
•    Work with stakeholders in multiple functions to align messaging for CX initiatives and programs.
•    Collaborate with cross-functional communications and business colleagues proactively to bring the right information and insights into each communication initiative.
•    Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
•    Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
•    Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders
•    All WRB Business Units

Skills and Experience

•    Microsoft Skills – Excel/Powerpoint /word 
•    Business writing skills 
•    Communication skills

Qualifications

•    Graduate

UAE Nationals only

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.