Day Rate: £350 per day

Contract Length: Initial 3 months, with potential to extend

Start Date: Immediate

Channels: Email & SMS (Braze)

Role Overview

We are looking for a Customer Communications Optimisation Lead to review, refine, and improve our existing customer communications across email and SMS/Push. This role will take ownership of analysing current customer journeys, identifying inefficiencies and duplication, and defining a clear optimisation strategy to improve customer experience, messaging effectiveness, and channel usage.

Working closely with business stakeholders, copywriters, designers and Braze Comms Builders, the role will be responsible for documenting requirements, securing stakeholder alignment and driving changes through to implementation and documentation.

This is a hands-on role suited to someone who can combine strategic thinking, structured analysis, and delivery execution.

Key Responsibilities

• Audit and analyse existing customer communication journeys across email and SMS
• Identify duplicate journeys, ineffective or inconsistent messaging, and non-optimised channel strategies
• Assess communications through a customer experience and lifecycle lens
• Define clear optimisation opportunities and propose improvements to stakeholders
• Document requirements, decisions, and recommended changes clearly and concisely
• Lead stakeholder discussions to answer open questions and gain approval for changes
• Work closely with squad teams (copywriters, designers, Braze Comms Builders) to implement approved updates
• Ensure changes are delivered accurately and aligned to the agreed strategy
• Maintain clear documentation of journey logic, messaging intent, and channel usage

Required Experience & Skills

• Strong experience in customer communications, CRM, customer marketing, or lifecycle strategy
• Proven track record of optimising existing customer journeys rather than creating net-new campaigns
• Excellent understanding of email and SMS communications, including channel strategy and messaging best practice
• Experience working with or alongside marketing automation platforms (e.g. Braze or similar)
• Strong ability to document requirements, structure ambiguity, and drive clarity
• Confident stakeholder manager, able to challenge constructively and gain alignment
• Strong project coordination skills, with the ability to manage multiple workstreams
• Clear communicator with a customer-first mindset and attention to detail

Nice to Have

• Experience working in agile or squad-based delivery teams
• Familiarity with performance metrics and optimisation frameworks
• Background in regulated or complex customer communication environments