Contract Customer Communications Specialist

Job Accountabilities

• Create clear and engaging customer communications across letters, emails, SMS, policy documents, websites, portals and applications
• Apply the company’s Tone of Voice consistently and translate technical and legal content into plain, everyday language for different customer groups
• Ensure customer communications meet regulatory and disclosure requirements while remaining clear, accessible and customer-friendly
• Manage communication projects from end to end, including defining the scope, planning the work, delivering the output and measuring the impact
• Review and improve customer journeys, including onboarding, renewal, policy changes and claims, to identify and address areas where customers may lose clarity or confidence
• Anticipate customers’ questions and recommend improvements to the underlying journey or process, rather than focusing only on wording changes
• Collaborate with Product, Underwriting, Legal, Compliance, IT, Operations, Claims, Contact Centre and Distribution teams

Job Qualifications

• Excellent written and spoken English and Chinese
• Minimum 3 years of experience in customer communications, content design, copywriting, customer experience, experience design or operational excellence; experience in insurance, financial services or consulting is an advantage
• University degree in Language, Communications, Journalism, Business, Marketing or a related discipline, or equivalent practical experience
• Proven experience in project delivery, with the ability to manage work from planning through completion
• Comfortable working with regulated content; experience applying compliance or brand guidelines
• Strong stakeholder management, organizational and collaboration skills
• Excellent attention to detail, with the ability to understand complex information and make it clear and meaningful
• Hands-on experience using AI tools in day-to-day work
• Experience applying a brand Tone of Voice or editorial style guide is an advantage
• Exposure to journey mapping, service design or design thinking is an advantage
• Familiarity with insurance products and policy documentation is an advantage
• This position is offered on a one-year contract basis, with potential for contract renewal or conversion to permanent employment based on individual performance and business needs

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  HK - Hong Kong 
• Remote working: Hybrid