Senior Communications Coordinator / Digital Communication Manager

Job Purpose

Lead the execution, governance, and optimization of customer communications across digital channels, ensuring seamless customer experiences, regulatory compliance, and operational excellence. Own digital content platforms, communication journeys, UAT testing, chatbot administration, release management, and stakeholder coordination across Product, Technology, CRM, UX, and Marketing teams.

Key Responsibilities

• Lead end-to-end delivery of customer communications across Mobile App, Web, Email, SMS, Push Notifications, and emerging digital channels.
• Own communication platform governance, content publishing, release validation, and production deployments.
• Manage UAT, regression testing, defect resolution, and customer journey validation for all communication initiatives.
• Administer and optimize Sitecore CMS, chatbot platforms, conversational AI solutions, and knowledge management systems.
• Drive content strategy, content lifecycle management, migration projects, and digital asset governance.
• Collaborate with Product, Technology, Digital Banking, CRM, UX, Compliance, and external vendors to deliver business priorities.
• Monitor communication effectiveness, platform performance, customer engagement metrics, and operational KPIs.
• Identify automation, AI, and process optimization opportunities to enhance customer experience and operational efficiency.
• Establish and maintain communication standards, testing frameworks, governance controls, and operating procedures.

Desired Candidate Profile

Experience & Qualifications

• 10+ years of experience in Digital Communications, Digital Channels, CRM Operations, Digital Banking, Content Management, or Customer Engagement platforms.
• Strong experience managing enterprise CMS platforms such as Sitecore, Adobe Experience Manager (AEM), Drupal, or similar.
• Proven experience leading UAT, release management, digital platform enhancements, and customer journey testing.
• Hands-on experience with Conversational AI, Chatbots, Knowledge Bases, and Customer Engagement Platforms.
• Experience within Banking, Financial Services, FinTech, or large-scale digital organizations preferred.
• Strong understanding of Agile delivery, JIRA, digital analytics, and customer experience management.
• Demonstrated ability to manage senior stakeholders, vendors, and cross-functional teams.

Key Skills

• Digital Communications Management
• Customer Journey Management
• Enterprise CMS (Sitecore/AEM)
• UAT & Release Management
• Conversational AI & Chatbot Platforms
• Digital Content Governance
• Stakeholder & Vendor Management
• Agile Delivery & JIRA
• Digital Banking Platforms
• Process Automation & Optimization
• Regulatory & Compliance Awareness
• Data-Driven Customer Engagement