Customer Interaction Specialist

The Customer Interaction Specialist will be responsible for executing and safeguarding the contact strategy and communication aspects of the customer journey. This role ensures that communications are consistent, harmonized, and align with the outlined Tone of Voice (ToV). The specialist will lead improvement initiatives, facilitate local adaptations, and ensure efficient and effective communication in all customer interactions.What You’ll Be DoingObjectives of the role:Lead initiatives to enhance clarity, consistency, and effectiveness of communications across customer touchpoints.Ensure alignment with Tone of Voice and communication guidelines.Develop and deliver training programs to improve communication practices.Create frameworks and materials to support consistent communication.Collaborate with stakeholders to align communication with strategic objectives.Monitor and report on the effectiveness of communication strategies.Key ResponsibilitiesImplement and manage the contact strategy and the communication elements of the end-to-end customer journey.Ensure communications are consistent and harmonized across all touchpoints, adhering to the outlined Tone of Voice (ToV).Lead initiatives that enhance communication efficiency and positively impact customer satisfactionSupport and guide local adaptations to ensure they align with global communication standardsDevelop and deliver training programs and materials to support effective communication and improve customer interactions.Create and refine frameworks and support materials to ensure a consistent look and feel in communications.Collaborate with stakeholders to address communication needs and ensure alignment with strategic objectives.What You’ll BringThe ideal candidate is a highly skilled communicator with proven experience in developing and managing customer communications across multiple channels, ideally within a global environment. They possess strong project management and stakeholder collaboration skills, are culturally sensitive, and fluent in English, with additional language skills as a plus.ExperienceProven experience in customer communications, customer experience, or related roles, ideally within financial services or similar industries.Experience in developing and implementing communication strategies across multiple channels and touchpoints.Background in creating training programs and materials to improve communication practices.Familiarity with customer journey mapping and touchpoint management.Experience working with content management systems, letter production processes, and automation tools to streamline communication workflows.Knowledge of digital content platforms and document production systems to support harmonization and efficiency.Experience in working with global or regional teams to ensure local adaptations align with corporate standards.Knowledge of communication guidelines, Tone of Voice (ToV), and branding principles.QualitiesStrong communication skills, both written and verbal, with the ability to craft clear, consistent, and engaging messages.Excellent stakeholder management and collaboration skills to work effectively with various teams.Ability to lead initiatives, drive improvements, and influence change.Attention to detail to maintain consistency and quality across all communications.Adaptability and cultural sensitivity, especially given the locations involved (Sweden, Finland, France).Analytical mindset to monitor and report on communication effectiveness.Customer-centric mindset with a focus on enhancing the customer experience.Technical understanding of content systems, letter production processes, and automation tools to support communication harmonization and streamlining initiatives.To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.Who We AreWe’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)