Communications & Enablement Lead

Role Overview

This role is central to how the organisation communicates and embeds its customer experience vision across every team. You will translate client feedback, service data, and strategic priorities into clear, engaging messaging and practical enablement tools that help frontline staff consistently deliver exceptional service. Day to day, you will lead communication campaigns, support change initiatives, and build learning experiences that turn customer-centric values into everyday behaviours, directly influencing how clients perceive and interact with the organisation.

Key Responsibilities

• Develop and execute a communications strategy for client experience programmes, ensuring all internal messaging is consistent, customer-focused, and aligned with the broader business strategy.
• Translate client insights, complaints trends, and service performance data into targeted campaigns and resources that drive awareness and adoption of experience improvement initiatives.
• Design and deliver enablement materials, toolkits, and learning interventions that equip frontline teams with the knowledge and confidence to deliver seamless, differentiated client experiences.
• Partner with change management and learning teams to embed service standards and support employees through transitions in processes, tools, or customer-facing behaviours.
• Foster employee engagement by creating internal communications that connect individual roles to customer outcomes, celebrating successes and reinforcing desired behaviours.
• Plan, coordinate, and monitor the execution of communication and enablement initiatives, measuring their effectiveness against adoption, awareness, and service quality goals.
• Act as an advisor to business leaders on how to communicate complex concepts clearly, influence stakeholder buy-in, and address potential resistance to customer experience changes.
• Continuously refine messaging and enablement approaches based on feedback from frontline teams, customer journey data, and evolving organisational priorities.

Requirements & Qualifications

• A first degree in Business Commerce, Communication, Marketing, or a closely related discipline.
• At least 7 years of relevant experience in client experience, internal communications, change management, employee engagement, or another business enablement role.
• Proven ability to transform customer feedback, complaint data, and service performance trends into practical, actionable communication and engagement initiatives that improve customer outcomes.
• Strong written and verbal communication skills, with a demonstrated ability to influence stakeholders at all levels and to simplify complex ideas for diverse audiences.
• Hands-on experience planning and delivering communication campaigns, change programmes, or service improvement interventions that support adoption and reinforce service standards.
• Experience designing employee engagement, awareness, or capability-building initiatives that promote customer-centric thinking and embed a client-focused culture.
• Demonstrated ability to manage multiple priorities, work collaboratively across functions, and uphold high standards while responding constructively to change.