Product Communications Research Executive (6 Month FTC)

Job Introduction

***Remote/home working with occasional visits to our Kent or London office***

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we are looking for a Product Communications Research Executive to join us on a 6 month fixed term contract. You’ll work with the Product Communications Quality Lead in maintaining a testing framework to ensure that all our customer communication is clear, fair and not misleading. You will also assist on customer communications projects, programmes, and key initiatives that aid us in delivering the best possible experience for our customers.

Additionally, you’ll have the chance to input on the direction and solution our communications will take when exploring the best route to communicating with our customers in ways they will be sure to understand.

Using a multitude of channels such as email, transactional mail, and inserts you’ll work within a matrix-managed group comprising of our Marketing, Regulatory, Product, and Conduct Risk teams in collaborating on award-winning Product Communications.

And in return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package. 

So, if this is of interest to you then we would be keen to hear from you! 

Role Responsibility

• Actively contribute to the Consumer Duty workstream for customer understanding that involves working with our, Product, Marketing, Conduct Risk, Operations, and IT/Change departments; ensuring that the customer communications are clear and concise in addition to us to meeting our regulatory and risk obligations.
• Assist in maintaining a sustainable testing framework to allow us to test our marketing material and documentation for customer understanding as well as adding value into our customer documentation.
• Liaise with key business stakeholders to review current customer MI and pain points within the customer journey that feed into our communications. Analysing research findings along with existing customer pain points and make recommendations of key fundamental changes that need to be delivered.
• Contribute to Product Communications programmes, tasks, initiatives, and projects including. co-ordinating the messaging, journey mapping and requirements documentation, considering all implications of Product Communications and FCA regulatory requirements.
• Assist in providing insight on document improvements and solutions to make the most difference to customers whilst also meeting the needs of our regulator/s by ensuring all material is clear, fair, and not misleading, and will equip our customers to make effective, timely and properly informed decisions.
• Manage and co-ordinate the wide scale of processes, document improvements, proofing controls required of us to meet our regulatory and risk obligations; providing recommendations on where and how we can evolve our approach.
• Responsible for demonstrating an understanding of relevant regulatory risk across Marketing and customer touchpoints including working knowledge of the latest FCA guidance.
• Assist in monitoring and recording the number of changes actioned in the document testing framework.

The Ideal Candidate

• Marketing, Research or Regulatory communications experience (customer focused) within a regulatory environment (preferred)
• Experience in a comms planning, expertise in developing customer-focused solutions, marketing, and transformational communications
• Some experience and/or awareness of integrated campaigns delivery across multiple internal touchpoints and channels; with proven ability on its impact to reduce risk and/or meet regulatory requirements
• Ability to demonstrate examples of multi-tasking, prioritisation, and solution-orientated approaches
• Experience working within matrix teams within regulatory and financial services environment/s
• Understanding of best use of UAT, QA and Change-type resources
• Some experience in preparing for change releases, new projects, and support in developing test cases within a matrix-managed team
• Excellent personal communication and presentation skills. 
• Understanding of a Financial Services regulatory environment
• Co-ordination skills – able to co-ordinate and lead projects across both partners and Saga
• Ability to use insights to drive greater connection with consumers
• Strong interpersonal, verbal, and written skills as well as proven ability to develop well-written documents and eloquently present

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Moving Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: 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. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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