Communications Transformation Lead

Job Description - Communications Transformation Lead (15418)

The Role

The Customer Communications team is responsible for all our communications across service and marketing. easyJet has customer data from the many millions of customers who have flown with us and continue to fly with us every year, plus the millions who now enjoy their package holidays we offer through easyJet holidays. The challenge for this team is to deliver a step change in how we communicate with customers across many different touchpoints and key parts of the journey, across multiple devices and channels.

How you will do it:

As the Customer Communications Transformation Manager, you will have the technical knowledge of Customer Communications platforms, Customer Data platforms, and Customer Engagement platforms. You will play a leading and influential role in the re-engineering and continuous enhancement of all our customer communications. You will be able to lead the team to deliver better communications to our customers in real-time across all channels.

You will deliver an exciting roadmap that quickly unlocks value for the business. Working closely with the CDP product owner and IT teams, you will collectively drive a transformation in how we deliver communications to customers. You will also manage the relationship with existing vendors and ensure we utilize those existing investments in customer communications to their potential. You will be expected to identify new partners or opportunities, run proof of concepts, and support RFP processes as required.

Key Responsibilities:

1. Work closely with the Head of Customer Data Transformation and Head of Service Comms, the Enterprise Architect for Customer, and Technology teams to deliver a step change in our communications.
2. Oversee all stages of new capability creation including design and development, testing, launch, evaluation, adoption as BAU, and monitoring at each stage of the process.
3. Collaborate with Comms Product Managers across Service and Marketing, identifying opportunities for improvements and refining approach with their input.
4. Continuously incorporate new feature requests into the product roadmap, prioritizing based on changing requirements and benefit realization.
5. Ensure all solutions are compliant, monitored, refreshed, adapted, and documented to a very high standard.
6. Coordinate strategy delivery across Service and Marketing communications to ensure efficient usage of resources and consistency in framework.
7. Support potential Product delivery teams with sizing and scoping impact on overall Data and Communication teams, aiming to deliver consistent improvements at pace.

Requirements of the Role

What you will need to do the role:

1. Industry and best practice knowledge of a full breadth of communications capabilities, including technical and digital expertise, along with a strong knowledge of Customer Engagement Platforms, ideally through experience operating on Braze.
2. Confident to deliver in an agile/scrum methodology with exceptional presentation and influencing skills, with the ability to clearly articulate often complex problems into easier to understand solutions.
3. Extensive technical knowledge and expertise of a wide range of platforms and architecture is essential, i.e., CDPs, CEPs, DMPs.
4. Knowledge of GDPR, PECR, and data regulation across the EU.
5. Ability to adapt to changing priorities and thrive in a fast-paced work environment.

What you’ll get in return:

1. Competitive base salary
2. Up to 20% bonus
3. 25 days holiday plus bank holidays, with opportunity to buy 5 additional days leave after 12 months in role
4. BAYE, SAYE & Performance share schemes
5. Life Assurance (x4)
6. Discounted staff travel scheme with access for friends and family
7. Annual credit for discount on easyJet holidays
8. ‘Work Away’ scheme, allowing you to work abroad for 30 days a year
9. Electric vehicle lease salary sacrifice scheme
10. Access to online learning tools and development programmes

Location & Hours of Work

We typically spend 60% of our time together as a team. With this role, there will also be some travel to our European bases.

About easyJet

At easyJet, we're not just about making travel affordable, we're also committed to making wellbeing a rewarding journey for our team through small, healthy steps. We provide the necessary tools and resources, fostering a culture of care and collaboration. We do this the 'easyJet way', embodying our Orange Spirit, promoting accountability for our wellbeing, and looking out for each other. This is our healthy approach, making a difference for all of us.

Apply

We welcome applications from people from all backgrounds as part of our ongoing commitment to having a team that truly represents the customers that we serve. You may feel that you don’t meet every single requirement for this role, but we’d still encourage you to submit an application rather than ruling yourself out. And if you need any adjustments or support during the recruitment process, please let us know and we’ll work with you to find a solution.

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