FirstBank UK Limited
Brand, Digital & Customer Communications Lead
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Brand, Digital & Customer Communications Lead
FirstBank UK is a globally recognised, top-tier bank who provide world-class services to various institutions and individuals. Offering a comprehensive range of retail and corporate financial services/products, this thriving business with over 10 million active customers in over 700 business locations is the oldest African bank in the UK. Due to business requirements & growth, we are now looking to acquire the services of an experienced Brand, Digital & Customer Communications Lead to deliver compliant and high quality customer comms across the Bank's digital, brand & customer channels.
Please note that this is a hybrid role with 3 days in the office and 2 days working from home
Key Responsibilities:
Digital Marketing & Channel Management
- Support the planning, coordination and delivery of digital marketing activity across agreed channels, including website, intranet, email, digital signage and social media.
- Maintain integrated content calendars, campaign trackers and activity schedules to support effective planning and delivery.
- Coordinate content updates across digital platforms.
- Support campaign execution, performance tracking and post-campaign reporting.
Brand Governance & Template Management
- Support the rollout, adoption and ongoing governance of a brand standardisation platform and other approved brand and content management systems.
- Maintain approved templates, wording libraries, guidance documents and brand assets.
- Review and quality-assure communications materials for brand consistency, tone of voice, accessibility and adherence to approved standards.
- Support training and guidance for colleagues on approved templates, branding requirements and communication standards.
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Customer Communications & Consumer Duty Support
- Support the development, review and maintenance of customer-facing communications across multiple products, services and channels.
- Support Consumer Duty communication initiatives, including customer understanding reviews, testing administration, evidence gathering and outcome monitoring.
- Coordinate review and approval cycles with Compliance, Legal, Product and business stakeholders.
Content Quality, MI & Evidence Management
- Maintain communication inventories, content registers, approval logs, governance trackers and supporting evidence packs.
- Support the preparation of management information, reporting packs and governance updates for Marketing & Corporate Communications (M&CC), Consumer Duty Committee and other forums.
- Maintain organised and auditable records across SharePoint, Teams and approved repositories.
- Support periodic reviews of communications, templates and customer communications inventories.
Stakeholder Coordination & Operational Delivery
- Act as a practical point of contact for digital marketing, brand governance and customer communications activities.
- Support stakeholders in understanding communication processes, governance requirements, templates and approval routes.
- Support continuous improvement initiatives relating to communications governance, workflow management, quality assurance and record keeping.
Key Skills/Experience:
- Strong, proven experience in marketing & communications.
- Proven knowledge & experience with Consumer Duty.
- Previous experience working in Banking/Financial Services.
- Previous compliance experience & exposure.
- Experience working with financial promotions.
- Experience maintaining trackers, reports & basic MI.
- Working knowledge of Canva or similar tools for content creation & light design.
- Basic experience using Power BI or similar for reporting/data visualisation.
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In return we offer a fantastic benefits package including:
- Up to 10% employer pension contribution
- Life Assurance Cover
- Income protection
- Private Medical Insurance plan (upon successful completion of probation period)
- Contribution to glasses/contacts and eye testing
- Gym subsidy (up to £50 per month)
- Cycle to work scheme
- Employee Assistance Program
- Interest Free season ticket loan for travel
- Birthday Leave
- 25 days annual leave, rising to 28 after 3 years and 30 after 8 years’ service
- Give As You Earn (GAYE)
First Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
The Curve Group is First Bank UK’s outsource partner for Recruitment and a "Data Processor". The Curve Group will hold the information you submit but First Bank UK will have access to it. You can find their privacy policy here: https://www.thecurvegroup.co.uk/privacy-policy/
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