Communications Designer

Customer Experience Communication Design lead

Grade: Senior manager II

Years of experience - 10+ years

Role Overview(1.1)

The Customer Experience (CX) Communication Design lead will be a visionary leader responsible for defining, driving, and executing the communication strategy across all customer interaction touchpoints. This role requires a strong blend of design thinking, strategic leadership, and hands-on operational management to ensure every piece of communication—from proactive updates to support responses—is clear, helpful, on-brand, and consistently excellent.

The role holder will lead a team of communication and conversational designers, acting as the primary bridge between Brand/Marketing, CX Transformation, and Technology teams. A core responsibility will be to ensure that all customer-facing communications are aligned with the overall brand tonality, legal requirements, and strategic CX goals.

Key Respons...