Customer Communications & Content Manager

What Makes Us, Us

We want to be the most trusted wellbeing company in Australia, and this means our focus on wellbeing starts with our people. We support our employees’ Real Wellbeing so that they can better support our members’ and customers’ wellbeing journey.

At Australian Unity we’re for real wellbeing. For us, real wellbeing means so much more than physical health. It’s about your standard of living, your personal relationships and being connected to your community. It’s about what you want to achieve in life, while having the security to get out and do what makes you happy.

We’re bold, warm and honest. We make a real difference to people’s wellbeing.

Your New Role Looks Like This

Are you passionate about creating meaningful connections and guiding customers through transformative experiences? As the Communications and Content Manager, you will be a pivotal force in shaping and executing our communication strategies during a time of significant change. This is a hands-on, dynamic role where you’ll directly influence the way we engage with and support our customers, ensuring their needs are met, their voices are heard, and their trust in us is strengthened.

You’ll be the key conduit between our organization and the customers we serve, driving clarity, engagement, and loyalty through expertly crafted communication. Working across multiple channels, you will create and deliver content that simplifies complex changes, strengthens relationships, and enhances the overall customer experience during a crucial time of transition in the industry.

This is a unique opportunity to be part of something truly transformative. As our Customer Communications & Content Manager, you will play a key role in how we communicate with and support our customers through a period of significant change. You’ll have the change to shape the narrative, creative positive customer experiences, inspire through storytelling and leave a lasting impact in an industry that touches the lives of many.

Key Responsibilities Include:

• Lead Change Communication: Design and execute a comprehensive customer communication plan to support change management and operational communications.
• Customer-Centric Messaging: Develop clear, empathetic messaging tailored to customer needs, ensuring that every message enhances understanding, removes complexity and fosters trust
• Monitor and Optimise: Track the effectiveness of comms strategies, analyzing feedback and engagement to continuously improve and adapt our approach
• Collaborate Across Teams:  Work closely with stakeholders to create impactful communications tools and materials (scripts, templates, blogs, videos and more) that address customer concerns and support the smooth delivery of change and enhance the customer experience.
• Consistent Brand Voice: Ensure a consistent brand voice across all channels, helping to maintain trust and loyalty during periods of change.
• Develop and implement a content strategy that aligns with our goals and customer needs including the creation of high-quality content for various digital platforms and customer touch points.
• Support Marketing & Communications: Contribute to the creation of customer-facing marketing materials and plans, ensuring the messaging supports both customer attraction, engagement and change communication initiatives.

About You

• Passion for Customer Engagement: You have a deep understanding of customer needs and a passion for creating impactful communication that resonates with diverse audiences, particularly during times of change.
• Relevant Experience: You bring tertiary qualifications in communications, public relations, journalism or a related field, along with proven experience in customer communications and content creation. Experience in change or project communication in a regulated or highly structured environment is a plus.
• Creative and Strategic Thinker: You’re a creative strategist with the ability to think outside the box, crafting innovative solutions to communication complex change in a manner that is clear, engaging and customer-centric.
• Excellent Communication Skills: you possess outstanding written and verbal communication sills and thrive in a collaborative environment, working closely with cross-functional teams to drive successful outcomes.
• Stakeholder Management:  You have the experience and interpersonal skills to build relationships with a wide range of stakeholders, ensuring that all communication needs are met will keeping customer experience at the heart of what you do.
• Digitally Savvy: You’re experienced in writing across various digital channels.
• Experience writing for digital marketing mediums
• Thrives in a fast paced, dynamic environment
• Strong Proficiency with Microsoft Office

What’s on Offer

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby’
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most.
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Where to from here?

Please contact Richard Maher, Talent Acquisition Practice Lead, for a confidential discussion or more details – rimaher@australianunity.com.au.

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.