Communications Manager

Summary

Join SAVii as their Communications Manager and play a pivotal role in ensuring a seamless and engaging customer journey. You will blend strategic communications, UX, and customer journey design to improve how SAVii interacts with customers across multiple touchpoints. As the customer experience advocate, you will lead communication strategies that enhance clarity, engagement, and brand trust. You will collaborate with marketing, product, and operations teams to simplify complex financial topics, support customer education, and improve user satisfaction. This role requires strong communication skills, experience in customer journey mapping, and a data-driven approach. The position offers the opportunity to work in a remote-first organization with a people-centric culture.

Requirements

• 5+ years of experience in communications, user experience, or customer journey design within fintech, banking, or a customer-centric industry
• Strong understanding of customer journey mapping and experience design principles
• Excellent writing, editing, and storytelling skills with a customer-first mindset
• Proven ability to simplify complex financial topics into clear, engaging messages
• Experience managing multi-channel communications (email, SMS, in-app messaging, website, social media)
• Data-driven approach with experience in analyzing user behavior, communication impact, and engagement metrics
• Project management experience with the ability to lead multiple initiatives simultaneously
• Experience working with product, UX, and customer support teams to improve user experience
• Familiarity with marketing automation tools and customer engagement platforms

Responsibilities

• Map and refine the customer journey to identify gaps and opportunities for improvement
• Develop and execute communication strategies that enhance customer experience at each stage—from onboarding to ongoing engagement
• Ensure a seamless and intuitive user experience by simplifying messaging, eliminating friction points, and optimizing customer interactions
• Leverage customer insights and data to drive personalized and relevant messaging
• Work closely with product and UX teams to align communications with platform updates, new features, and customer pain points
• Lead the development of customer-facing messaging across email, SMS, in-app notifications, website content, and social media
• Ensure brand consistency and clarity across all communication materials, aligning with SAVii’s voice and tone
• Enhance customer education efforts by creating content that simplifies financial concepts and product offerings
• Measure the effectiveness of communications and continuously optimize them for better engagement and conversion
• Bridge communication gaps between marketing, product, and operations teams
• Align with product and UX teams to ensure communication strategies support seamless user navigation and understanding
• Collaborate with customer support to refine FAQs, help center content, and automated responses for a better customer experience
• Partner with other teams to ensure clarity in communications in all customer touch points
• Increase employee awareness of SAVii’s brand messaging, customer experience strategies, and new initiatives
• Develop internal training materials to ensure consistent communication across customer-facing teams
• Educate teams on customer journey pain points and communication best practices to improve alignment across functions
• Lead and manage communication projects that contribute to customer satisfaction and loyalty
• Implement quality assurance processes to maintain high standards in messaging, tone, and clarity
• Ensure timely execution of communication initiatives across all channels

Benefits

Remote-first organization