Content Document Delivery Manager

Posted 25 April by Mottram Search Limited

Our leading financial services client requires a Content Document Delivery Manager. The role is centred on how they communicate with customers through the customer journey via a range of communications media e.g. policy documents, letter, emails, SMS and video. You will need experience in print/document composition and document transformation to a digital offering, a strong background in insurance/finance sectors within a transformation role, a business and strategic understanding with the ability to understand the technical solutions, scope and requirements that impact on customer communications.

Furthermore, you will split your time between engaging with key suppliers and teams across the business, building strong relationships and ensuring that not only the service being paid for is received but is of the expected quality and value and supports an agile and cost-effective delivery.

Systems/tools experience in Document composition e.g. HP Exstream would be beneficial


  • You will act as the key contact for document change lead - receiving change requests, impact and risk assessing before pulling the final version using strong stakeholder engagement skills
  • Ensure our communications estate keep pace with innovations in the marketplace, changing customer expectations and our ambition to be digital first
  • Work collaboratively with the Customer Experience team to identify ways to optimise customer communications across the customer journey to drive improved customer outcomes and print and post efficiency
  • Define and agree project scope inputs, outputs, and timescale, quality and cost criteria to deliver on agreed targets across each of our Transformation transitions
  • Planning, managing, monitoring and reporting on the Transformation programme to ensure effective delivery as the product owner. This includes input into business requirements, testing criteria and implementation checklists, attendance at change forum and agile change ceremonies
  • Work in partnership with external document composition and distribution suppliers and internal client teams to support delivery of the Transformation project in line with the agreed UK PL Roadmap
  • Agree metrics and standards for monitoring and managing performance of suppliers and supporting the achievement of measurable benefits
  • Work in tandem with the business and Strategic Sourcing to ensure sharing of best practice across our supplier base to optimise Transformation project spend during the project as at migrates to BAU
  • Define a robust governance model to support both parallel running and post Transformation delivery around the customer communication change
  • Identify opportunities working with the UK business and Head of Customer Communications and Content Manager
  • Drive efficient use of resource in delivering our customer communications

Key Skills and Knowledge

  • Cost Analysis and Modelling - Advanced
  • Contract Management and Development - Advanced
  • Defining processes and governance - Advanced
  • Building Effective Relationships - Advanced
  • Understanding the Marketplace - Advanced
  • Communicating Effectively - Advanced
  • Delivering Results - Advanced
  • Working Effectively - Advanced
  • Using Judgement - Advanced
  • Understanding the Data - Advanced
  • Making Change Happen / strong leader with the capability of driving change- Advanced
  • Being Creative - Advanced

Required skills

  • Change Management
  • Content Management
  • Transformation
  • Stakeholder Engagement
  • Supplier Performance

Application questions

Do you have experience involving Supply Chain / supplier management activity?
Experience of implementation / roll outs?

Reference: 33660420

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