MUFG
Digital Engineering Services and Solutions Customer Engagement and Communications Lead, Vice President
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Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.
With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.
Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.
Role Overview
Lead, own and deliver the Digital Engineering Services and Solutions engagement and communications strategy, defining and executing an international communications approach focused on positive change management
A senior role, that plays a pivotal part in leading brand, identity, communication, engagement and stakeholder management to drive transformation across MUFG business lines
Key Responsibilities
- Accountable for defining, creating and implementing the Digital Engineering Services and Solutions communications strategy, with a strong emphasis on positive change management
- Accountable for directing executive leadership on communication positioning and messaging ensuring narrative and messages resonates across global and diverse environments
- Enable and lead senior leadership engagement through clear, concise executive messaging and reporting artefacts. Managing draft executive communications for appropriate board meeting, town halls and executive committees
- Lead, drive and implement a structured and targeted communications plan for the Digital Engineering Services department working with Department Head, Product Owners and Portfolio Manager to shape and executive communications and customer engagement strategies to determine and ensure desirable outcomes. Adjusting and communicating planned changes as necessary.
- Drive employee engagement through high impact internal communication and engagement strategies
- Primary contact and escalation point between Corporate Communications, IT Programme, Senior Business Leaders, Business Support Champions and users, actively managing impactful messages and communications up and down.
- Introduce, imbed and manage internal and external communication channels for the department, ensuring strong and coherent messaging
- Own, create and establish key department branding to form and evolve department identity
- Lead establishment and communication standards and governance across the Digital Engineering Service and Solutions department, enforcing communication standards, framework and approval processes across the department
- Ensure alignment with enterprise communications and branding guidelines
- Drive change adoption and engagement of new technologies through structured communication and engagement plans, ensuring consistent, high-quality messaging is aligned to departments strategy and priorities
- Champion an integrated, cross platform and programme approach to campaigning and engagement across the department’s communication channels
- Drive the promotion, marketing and literature ensuring drafted and approved communications are distributed effectively to the target audiences.
- Lead and deliver training and education programs for new products and services
- Continuously engaging with business stakeholders to discover pain points and opportunities feeding back to the Department to ensure solutions and problems are solved
- Provide valuable feedback and insights into stakeholder’s preferences and behaviour to improve products and services
- Communicate the transformation vision, deployment timelines, expected impacts, and user benefits.
- Utilize appropriate and introduce new communications channels to ensure key messages reach target audiences within agreed timeframes.
- Ensure smooth adoption of new products and services by proactively managing resistance and alleviating concerns.
- Lead and develop risk mitigation strategies for communication gaps.
- Lead and develop escalation plans for major issues impacting adoption
- Drive and adhere to strategic direction of accountable pillars, while supporting the rest of the department.
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Culture and Leadership
- Support development of team with a strong focus on building future capabilities
- Lead and champion MUFG’s inclusive, diverse, and values-led culture while fostering a growth mindset to embrace new technologies, industry advancements, and innovative use cases
- Ensure appropriate communications training is in place across the department to fulfil current and future requirements
- Lead and promote a dynamic, delivery driven culture that works alongside business units to provide responsive resolutions and value driven solutions
- Build and nurture strong relationships with internal and external stakeholders, including business teams, to promote collaboration, understand industry’s best practices, and influence positive change across the organization
- Support location strategies prescribed from MUFG and enable transitions (where appropriate) seamlessly
Skills And Experience
Essential:
- Extensive experience in corporate communications, leading and managing Customer Engagement and Communication teams across multiple regions within a within a regulated environment
- Strong and proven track record of owning an implementing transformational strategy, plans, narrative and outcomes of communication at an enterprise level
- Proven and extensive experience implementing brand and identity at department level
- Proven ability to make independent strategic decisions and priorities on messaging, positioning and channels
- A strong track record of engaging credibly with Executives providing confident challenge and clear, decision‑ready insight.
- Proven experience leading, driving and developing the maturity of a Business Change and Communications function
- Extensive experience owning and leading function wide communication strategy, proven experience of defining communication strategy aligned to business and technology priorities
- Extensive and proven experience of shaping narrative for transformation, change and leadership messaging
- Extensive direct people management skills, directly managing large teams and Business Change and Communication teams
- Proven ability and extensive experience setting communication frameworks, governance and standards
- Extensive experience leading communications and business engagement across global, complex stakeholder environments
- Proven ability to operate at an executive level leading large-scale technology transformation communication programmes
- Extensive experience in IT change management and or Technology adoption programs of work.
- Up to date and through knowledge and understanding of digital, web, and social media practices and principles relevant to role.
- IT & Digital Transformation Understanding: Prior solid experience with Infrastructure and Service Management Transformation
- Stakeholder Management: Experience engaging with senior executives, Programme Managers, IT teams, and business users.
- Excellent Planning, organisations and project management skills demonstrable through the successful delivery of a range of complex communication activities and projects.
- Exceptional written, verbal and presentation skills.
- Familiarity with regulatory environments and compliance considerations
- Experience leading multi-channel communication strategies
- Ability leading large communication functions within Technology, preferably Infrastructure and Service Operation environment and high-level understanding of the environment, platforms and technology.
- Prior experience of managing people and leading Customer Engagement and Communication functions across multiple time zones and locations, with line management responsibilities in financial services
- Extensive experience of sitting within a Senior Management Team directly reporting to L2 Management or above
- Experienced in dealing with vendors and third-party suppliers.
- Microsoft Office Suite, Web content management systems, SharePoint, and collaboration platforms and tools such as Teams
- Demonstrated experience in all types of social media
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Desirable
- Adobe Photoshop/ Illustrator
- Yammer, Slack, Google Workspace
Education/ Qualification
- Educated to degree level or equivalent preference in bachelor’s degree in communications and media, marketing, journalism public relations and or digital media
- Professional Memberships associations such as The Chartered Institute of Marketing (CIM), The Public Relations and Communications Association (PRCA) and or The Chartered Institute of Public Relations (CIPR)
Personal Requirements
- Excellent communication skills with strong leadership and people management skills to manage a team of technical specialists, inspiring trust and motivation
- Ability to manage constructive conflict effectively
- Ability to build strong and lasting relationships across the bank
- Results driven, with a strong sense of accountability, focused on business outcomes
- Strong decision making skills, the ability to demonstrate sound judgement
- A structured and logical approach to work
- A creative and innovative approach to work
- Excellent interpersonal skills
- The ability to manage large workloads and tight deadlines
- Excellent attention to detail and accuracy
- A calm approach, with the ability to perform well in a pressurised environment
- A confident approach, with the ability to provide clear direction to your team
- Ability to lead a high performing team
- A strategic approach, with the ability to lead and motivate your team
- Conscientious, methodical and logical approach to work
We are open to considering flexible working requests in line with organisational requirements.
MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.
We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.
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