Customer Communications Lead

Job Introduction

Customer Communications Lead – Customer Understanding, Insight and Testing
Salary £30,000 to £32,000 depending on experience 
Permanent
Hybrid / Home and Folkestone 

At Saga, we’re passionate about inspiring confidence and delivering real value for our customers. Our Financial Services business plays an important part in that, creating products and communications that support customers as their needs evolve.

We’re looking for a Customer Communications Lead to shape and lead our customer understanding, insight and communications testing agenda within the Product Communications team. You’ll bring together customer feedback, research, testing and management information to help us understand what’s working well, where customers may need more support and how we can make our communications even clearer, more accessible and more useful.

Working closely with colleagues across Product Communications and the wider business, you’ll turn insight into practical improvements that help customers find, understand and act on the information that matters to them. You’ll also partner with the Customer Communications Lead responsible for delivery, making sure agreed improvements are brought to life across policy documents, renewal communications and other customer literature.

We work in a hybrid way at Saga, both at home and in the Folkestone office. We will require some travel to London occasionally as we have our department days in London and occasional additional workshops.

Role Responsibility

You’ll lead the customer understanding, insight and testing agenda for Product Communications, identifying opportunities to improve our communications and making clear, evidence-based recommendations. You’ll help keep the customer perspective at the heart of our decisions and make sure improvements deliver meaningful outcomes.

Key responsibilities will include:

•    Analysing customer feedback, complaints, Trustpilot, Voice of the Customer and research findings to identify trends, potential misunderstandings and opportunities to improve customer communications.

•    Leading customer testing across renewal communications and other key customer journeys, ensuring communications are clear, accessible and help customers understand important information and make informed decisions.

•    Turning customer insight and testing findings into practical, evidence-based recommendations, championing plain English and a customer-first approach.

•    Leading the monthly Customer Understanding Forum reporting, bringing together key insight, risks and improvement activity, while ensuring actions are agreed, tracked and delivered.

•    Providing customer understanding insight for senior governance forums, including Conduct Risk Committee and Board reporting, and measuring the impact of improvements on customer understanding and outcomes.

•    Working closely with the wider Product Communications team, particularly the Customer Communications Lead responsible for delivery, to ensure agreed improvements are implemented across policy documents, renewal communications and customer literature.

•    Building strong relationships across Marketing, Product, Digital, Operations, Compliance and Conduct Risk, providing constructive challenge and supporting wider business, regulatory and customer communication projects.

The Ideal Candidate

You’ll have experience in customer communications, insight, research, communications testing or customer-outcome monitoring, ideally in Financial Services or another complex, regulated environment.

You’ll be curious about what customers really understand and motivated to turn that insight into better experiences.

You'll bring:

•    Strong analytical skills, with the ability to bring together qualitative and quantitative evidence from different sources.

•    Experience of customer research, communications testing, Voice of the Customer or customer-experience insight.

•    A good understanding of clear customer communications, plain English, readability and comprehension.

•    An understanding of Consumer Duty and the importance of evidencing customer understanding and good customer outcomes.

•    The ability to turn detailed findings into clear conclusions, practical recommendations and confident senior-level reporting.

•    Experience of working with governance forums and managing actions through to completion.

•    Confidence working with senior stakeholders and providing constructive, evidence-led reporting.

•    Strong written and verbal communication skills, with the ability to explain complex findings in a clear and engaging way.

•    A structured, organised approach and the ability to manage several testing, insight and project activities at once.

•    A collaborative, pragmatic style, with the flexibility to support wider Product Communications priorities when needed.

•    A curious, customer-first mindset and a focus on understanding whether activity has delivered a measurable improvement.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.  

BENEFITS AVAILABLE FOR THIS ROLE: 

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. 

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose. 

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment. 

Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. 

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga. 

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group