Customer Communications Platform Lead (Iterable)
hace 23 horas
Alcobendas
Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life. We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time. ABOUT THIS ROLE The CX Messaging Architect is accountable for the design, implementation and optimisation of the target architecture for outbound servicing communications across email, SMS, WhatsApp and other messaging channels. The role creates a single, coherent view of the outbound contact experience, enabling proactive, personalised and channel optimised messaging that drives self-service, contact avoidance and improved customer engagement. ROLES & RESPONSIBILITIES • Define and own the target architecture for outbound servicing communications, covering channels, platformdata flows, orchestration and governance., • Design and maintain a single view of the customer contact experience across all outbound channels, ensuring messaging is coordinated, consistent and context aware., • Partner with Service Architects, Technology, Data and Compliance to design new servicing related contact experiences that are proactive, relevant and value adding., • Lead the implementation and configuration of messaging platforms and orchestration tools, ensuring robust integration with core systems (CRM, servicing platforms, analytics, consent and preference management)., • Develop and maintain contact policies and decisioning logic (who to contact, when, via which channel, with what message), aligned to business objectives and customer preferences., • Monitor performance of outbound journeys and campaigns (engagement, conversion, digital adoption, self-service, contact avoidance, optouts) and drive continuous optimisation., • Champion experimentation and test and learn (A/B, multivariate testing) on content, timing, sequencing and channel mix to improve engagement and reduce avoidable inbound demand., • Ensure all messaging experiences comply with security, privacy, consent, spam and regulatory requirements, in partnership with Information Security, Legal and Compliance., • Establish and maintain standards, templates and design patterns for servicing communications to ensure quality, clarity and consistency., • Act as the primary point of contact for outbound messaging vendors and technology partners, managing roadmaps, issues and commercial considerations., • Provide subject matter expertise and guidance to product teams and squads on how to best leverage outbound messaging to support journeys and reduce friction. POSITION REQUIREMENTS • Experience in marketing technology, communication platforms like Iterable, CRM, or customer engagement architecture, ideally in a large consumer or service led organisation., • Strong understanding of messaging channels (email, SMS, WhatsApp and other OTT / push channels), their technical capabilities, constraints and best practice use cases., • Demonstrated experience designing and implementing cross channel contact architectures or orchestrated communication journeys., • Solid grasp of data flows, events, and decisioning required to drive context aware, automated messaging (e.g. triggers from servicing transactions, behavioural signals)., • Comfort working with technical teams on integration patterns, APIs and platform configuration, while also collaborating with CX and business teams on customer journeys and content., • Familiarity with consent, preference management, privacy and anti‑spam regulations relevant to outbound messaging., • Analytical and experimentation mindset, with experience using data and testing to optimise engagement and reduce unnecessary contact., • Strong stakeholder management and communication skills, able to bridge business, CX, technology and compliance perspectives. MEASURES OF SUCCESS • Increase in engagement with servicing related outbound messages (opens, clicks, completion of desired self-service actions)., • Reduction in avoidable inbound contact driven by improved, proactive and clear outbound messaging., • Growth in digital / self-service adoption attributable to outbound journeys and nudges., • Consistent, coherent contact experience across channels, evidenced by reduced customer complaints about messaging and clearer sequencing of communications., • Robust compliance with security, privacy, consent and regulatory requirements, with low incident rates and successful audits., • Improved unit economics of servicing communications PERKS & BENEFITS • Flexible Retribution, • Meal Voucher, • Employee Stock Purchase Plan, • Paid Vacation / Sick Leave, • Hybrid Work Schedule, • Growth Opportunities, • Corporate gatherings, team bonding events, and much more! Ria Money Transfer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Check out our website to learn more about the company at: ___ The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.
14 Avenida de Camilo José Cela, 28100, Alcobendas
