Transformation Specialist - Customer Communications
Reporting to the Senior Content Marketing Manager within the Brand & Content function, the Customer Communications Specialist will be responsible for creating a consistent brand experience across multi-channel, member-facing communications to help people engage with our offering and navigate with confidence. Working within a dedicated cross-functional team, you’ll collaborate with wider business stakeholders to create and refresh various service-based communications throughout the member lifecycle, in line with our brand tone of voice, writing principles and guidelines.
Communication Delivery
- Capably write, review and refresh lifecycle communications targeted to different audiences and member cohorts, adjusting writing style and tone to communication intent and objective. Confidently apply HCF's tone of voice and style guidelines.
- Understand member lifecycle journeys, and tailor communication to suit journey touchpoints from onboarding to engagement and retention and campaign communications.
- Understand marketing automation and apply best practice principles when writing and reviewing communications for member journeys.
- Understand member needs, business objectives and communications best practice to craft outstanding experiences for members in their channel of choice (in-app, SMS, email, direct mail, social media, digital placements).
- Collaborate and work closely with the Member Communications project team developing an understanding of the project objectives, ways of working and priorities, to deliver to requirements on time, ensuring quality, accuracy and completeness.
- Maintain current knowledge of effective customer communications and best practice and apply to communication development and reviews.
- Work across the project team to drive and advocate for communications that balance the needs of our members and business goals.
Governance, Process & Standards
- Act as a brand guardian by promoting the integrity of the HCF brand through all member communications and touchpoints.
- Follow brand guidelines and practices, including writing guidelines, voice and tone, and maximise opportunities for integration of brand proof points and messaging, ensuring quality, consistency and accessibility and unrelenting attention to detail to ensure grammar and punctuation are applied according to best practice.
- Manage all member communications stakeholder reviews, feedback and approvals ensuring outputs are accurate, correct and compliant with industry and internal requirements.
- Collaborate and engage with team members to leverage expertise and design and deliver innovative content solutions for experiences in an agile work environment.
- Establish sound working relationships with stakeholders, communicate clearly and regularly to understand stakeholder needs, foster support and buy-in for content.
- Maintain the document management system and processes for all member communications and versioning.
- Understand the technical capability of managing variables and conditions through the application of various data fields in member lifecycle communications.
- You have a “one team” attitude, regularly building and sustaining effective collaborative working relationships with key internal stakeholders to proactively identify and support project needs, ensuring a consistent member focus.
- Capably apply project management principles to manage and report on the Content stream of delivery for the project.
Regularity & Compliance Responsibilities
- Perform work in a manner that complies with relevant regulatory standards including Work Health & Safety (WHS) legislation.
- Actively participate in all regulatory compliance activities associated with this role including required training, meetings and information sessions.
- Cooperate with HCF in relation to any activities taken by the company to ensure compliance with relevant regulations including WHS legislation.
- Identify, mitigate and report risks associated with potential breaches of regulatory standards including WHS policies, procedures and safe work practices.
Skills, Experience and Qualifications
Essential
- Exceptional written communications with solid experience in planning, writing and editing customer-facing communications, with at least 5-7 years in writing ideally for a medium- to large-size corporate business.
- A relevant Bachelor's degree or equivalent tertiary qualification in writing, communications or related discipline.
- Ability to tailor copy to different audiences, channels and formats and understand the nuances of varying member touchpoints through a content lifecycle (in-app, SMS, email, social media, digital placements).
- Excellent organisational skills, including the ability to set priorities, manage time, plan work to meet deadlines and work effectively under pressure.
- Demonstrated ability embedding brand value propositions, messaging frameworks and aligning to brand tone of voice, writing guidelines and other standards.
- Experience in producing communications in regulated environments with complex legal, risk and approval processes.
- Ability to interact effectively and build strong relationships with peers, SMEs, senior leadership and agencies where appropriate.
- Experience working in an agile, multi-disciplinary environment.
- Demonstrated ability to work as an effective member of a project team as well as the ability to exercise high levels of independence, judgment and initiative.
- A shared commitment to the work and our values: Step Forward; Stay Human; Walk in their Shoes; Make it Better; Get there Together.
Desirable
- Genuine interest and experience in the field of health or health insurance is highly desirable.
- Understanding of and proven experience working with platforms Jira and Confluence.
- Understanding of developing communications for Sales Force Marketing Cloud is highly desirable.
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
Reporting to the Senior Content Marketing Manager within the Brand & Content function, the Customer Communications Specialist will be responsible for creating a consistent brand experience across multi-channel, member-facing communications to help people engage with our offering and navigate with confidence. Working within a dedicated cross-functional team, you’ll collaborate with wider business stakeholders to create and refresh various service-based communications throughout the member lifecycle, in line with our brand tone of voice, writing principles and guidelines.
Communication Delivery
- Capably write, review and refresh lifecycle communications targeted to different audiences and member cohorts, adjusting writing style and tone to communication intent and objective. Confidently apply HCF's tone of voice and style guidelines.
- Understand member lifecycle journeys, and tailor communication to suit journey touchpoints from onboarding to engagement and retention and campaign communications.
- Understand marketing automation and apply best practice principles when writing and reviewing communications for member journeys.
- Understand member needs, business objectives and communications best practice to craft outstanding experiences for members in their channel of choice (in-app, SMS, email, direct mail, social media, digital placements).
- Collaborate and work closely with the Member Communications project team developing an understanding of the project objectives, ways of working and priorities, to deliver to requirements on time, ensuring quality, accuracy and completeness.
- Maintain current knowledge of effective customer communications and best practice and apply to communication development and reviews.
- Work across the project team to drive and advocate for communications that balance the needs of our members and business goals.
Governance, Process & Standards
- Act as a brand guardian by promoting the integrity of the HCF brand through all member communications and touchpoints.
- Follow brand guidelines and practices, including writing guidelines, voice and tone, and maximise opportunities for integration of brand proof points and messaging, ensuring quality, consistency and accessibility and unrelenting attention to detail to ensure grammar and punctuation are applied according to best practice.
- Manage all member communications stakeholder reviews, feedback and approvals ensuring outputs are accurate, correct and compliant with industry and internal requirements.
- Collaborate and engage with team members to leverage expertise and design and deliver innovative content solutions for experiences in an agile work environment.
- Establish sound working relationships with stakeholders, communicate clearly and regularly to understand stakeholder needs, foster support and buy-in for content.
- Maintain the document management system and processes for all member communications and versioning.
- Understand the technical capability of managing variables and conditions through the application of various data fields in member lifecycle communications.
- You have a “one team” attitude, regularly building and sustaining effective collaborative working relationships with key internal stakeholders to proactively identify and support project needs, ensuring a consistent member focus.
- Capably apply project management principles to manage and report on the Content stream of delivery for the project.
Regularity & Compliance Responsibilities
- Perform work in a manner that complies with relevant regulatory standards including Work Health & Safety (WHS) legislation.
- Actively participate in all regulatory compliance activities associated with this role including required training, meetings and information sessions.
- Cooperate with HCF in relation to any activities taken by the company to ensure compliance with relevant regulations including WHS legislation.
- Identify, mitigate and report risks associated with potential breaches of regulatory standards including WHS policies, procedures and safe work practices.
Skills, Experience and Qualifications
Essential
- Exceptional written communications with solid experience in planning, writing and editing customer-facing communications, with at least 5-7 years in writing ideally for a medium- to large-size corporate business.
- A relevant Bachelor's degree or equivalent tertiary qualification in writing, communications or related discipline.
- Ability to tailor copy to different audiences, channels and formats and understand the nuances of varying member touchpoints through a content lifecycle (in-app, SMS, email, social media, digital placements).
- Excellent organisational skills, including the ability to set priorities, manage time, plan work to meet deadlines and work effectively under pressure.
- Demonstrated ability embedding brand value propositions, messaging frameworks and aligning to brand tone of voice, writing guidelines and other standards.
- Experience in producing communications in regulated environments with complex legal, risk and approval processes.
- Ability to interact effectively and build strong relationships with peers, SMEs, senior leadership and agencies where appropriate.
- Experience working in an agile, multi-disciplinary environment.
- Demonstrated ability to work as an effective member of a project team as well as the ability to exercise high levels of independence, judgment and initiative.
- A shared commitment to the work and our values: Step Forward; Stay Human; Walk in their Shoes; Make it Better; Get there Together.
Desirable
- Genuine interest and experience in the field of health or health insurance is highly desirable.
- Understanding of and proven experience working with platforms Jira and Confluence.
- Understanding of developing communications for Sales Force Marketing Cloud is highly desirable.
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
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