Description
Hastings Direct is one of the fastest growing insurance companies in the UK, providing car, van, home and bike insurance to over one million customers as well as a full range of additional products and services. Our growth plans are ambitious - we want to protect one in ten of all UK insurance customers by 2020 and with a customer joining us every 45 seconds we have high hopes to achieve this. We are committed and proud to offer our customers the best value products combined with first class customer service. Based in Bexhill-On-Sea on the South Coast with over 1500 staff at our HQ we are currently seeking a Freelance Document Implementation Lead to join the team on a day rate basis.
PURPOSE
* Leading and creating the implementation and configuration of a companywide document production technology solution
* Document and manage communications to ensure brand consistency and quality across all touch points.
DIMENSIONS
Budget Responsibility
Some within the project
Size of Function/Team: 3
ACCOUNTABILITIES
* Evaluate documentation requirements across all touch-points on the customer journeys, across all Hastings brands and products (on and off-line) (web, SMS, IVR, E-mail, Edocs, letters, Smartphone apps) ensuring that the customer is at the heart of all communications.
* Work with key internal stakeholders on the business project and multiple external suppliers by overseeing the production and delivery of the document production technology solution
* Develop and agree a documentation control and storage process to ensure all documents are subject to structured review and sign-off.
* Manage and lead a team of copywriters
* Responsible for the effective identification, management and reporting of risk within your area of responsibility.
* Responsible for the effective identification of problems and proactively recommend solutions
* Ensure completion of all training as mandated by the company and regulated by the FCA.
SKILLS, KNOWLEDGE AND EXPERIENCE
Skills
* Excellent planning skills and self-management capability
* Excellent communication, interpersonal and influencing skills, at all levels, both written and verbal
* Ability to gain credibility and drive through initiatives with colleagues across the business
* Foresight to anticipate issues, set priorities and proactively develop strong relationships both internally and externally
* Creativity and the initiative to develop new ideas and concepts and deliver them.
Knowledge & Experience
* Experience in managing complex documentation implementation projects, covering in excess of 6,000 individual documents across multiple business areas
* Experience in print, email, web self service and other channels
* Experience of customer journey touch-point mapping and analysis. Some experience in the implementation of customer-focused business change and initiatives ideal
* Experience/understanding of customer journey mapping and analysis.
* Management of an outsource print factory
* CBA and budget management
* Copy and proof reading
* Thunderhead implementation skills, both in a hosted and SAAS model