Customer Interactions – Solution Architect

Customer Interactions – Operational Communication Solution Architect

12 Month contract initially

Based: Max 2 days per week onsite in Milton Keynes

Rate – £500 – £600 p/d via Umbrella

Key Responsibilities

• Support ongoing operational communication changes and support ongoing audit work.
• Deliver operational communications (and/or Customer Communication Management (CCM)) in complex, regulated financial services environments.
• Produce clear communications architecture: define audience segmentation, message intent, channel selection, timing/trigger logic, and handoffs between operations, contact centre, digital and product teams.
• Design communications components: templates, modular content blocks, customer/colleague message journeys, reusable FAQs/scripts, clear ownership and lifecycle management.
• Balance immediate operational outcomes (speed, clarity, incident response, customer impact) with long-term comms strategy (standardisation, reuse, reducing manual effort, consistency across channels).

Key Skills & Experience

• Experience delivering decommissioning/archival initiatives: retire outdated templates/content, clean up distribution lists and legacy channels, maintain audit-friendly records and retention rules.
• Experience working with engineering/digital/platform teams to align comms requirements with tooling and delivery (e.g., CMS/CCM platforms, notification services, CRM) ensuring the “how” supports the comms design.
• Peer review and quality control of communications produced by others.

Equal Opportunity Statement

We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to apply.

If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please note: If a high volume of applications is received, only candidates shortlisted will be contacted.

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