Role Purpose
Focus on the strategy, creative and execution of customer communications for our existing customer base, optimising the customer journey, reducing churn, and ensuring regulatory communications are clear, compliant, and effective. Work in cross-functional squads to deliver business outcomes.
Main Responsibilities
Develop and deliver customer journey communications that drive engagement and satisfaction across all touchpoints.
Identify and implement initiatives to reduce customer churn, using data-driven insights and customer feedback.
Harness research, analytics and a test and learn approach to build understanding of our customer base to help develop relevant and targeted comms.
Ensure all regulatory communications are timely, accurate, and fully compliant, collaborating with the Communications & Stakeholder Engagement team and others as appropriate.
Collaborate with cross-functional squads to align communications with product launches, service updates, and commercial priorities.
Focus on key metrics related to retention, churn, customer satisfaction and regulatory compliance
Knowledge, Skills & Experience
Knowledge:
At least 5+ years experience in customer communications and marketing, ideally within telecoms or utilities.
Strong understanding of regulatory requirements and customer lifecycle management.
Knowledge of agile working a bonus.
Skills:
Strong communications skills including copywriting
Data-driven approach to decision-making.
Excellent stakeholder management.
Strong cross-functional collaboration skills.
Experience:
Proven track record in customer communications.
Experience using analytics to inform strategy.
Behaviours / Values Fit:
Pragmatic team player who is as adept at working in cross-functional squads
Focused on delivering for customers and colleagues.
Open to new ideas and able to work at pace.
As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.
We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.
Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection
Collaborative office spaces designed for creative thinking and innovation
Free on-site parking at our offices
Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)
Private healthcare for all employees
Competitive pension scheme and performance-related bonus opportunities
Free broadband for all employees
Life event gifts – celebrating milestones like marriages and births
Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations
Salary sacrifice scheme – save on dental, gym, and more
Big retail and leisure discounts
3 paid volunteering days a year – because making a difference matters to us too