Communications Designer

Customer Experience Communication Design lead

Grade: Senior manager II

Years of experience - 10+ years

Role Overview[1.1]

The Customer Experience (CX) Communication Design lead will be a visionary leader responsible for defining, driving, and executing the communication strategy across all customer interaction touchpoints. This role requires a strong blend of design thinking, strategic leadership, and hands-on operational management to ensure every piece of communicationfrom proactive updates to support responsesis clear, helpful, on-brand, and consistently excellent.

The role holder will lead a team of communication and conversational designers, acting as the primary bridge between Brand/Marketing, CX Transformation, and Technology teams. A core responsibility will be to ensure that all customer-facing communications are aligned with the overall brand tonality, legal requirements, and strategic CX goals.

Key Responsibilities

Enterprise & Strategic Thinking

Define the overall charter, vision, and roadmap for CX Communication Design, ensuring alignment with the broader CX strategy and business objectives.

Establish and govern the communication design principles, standards, and guidelines for all customer touchpoints, working closely with the central Brand/Communications team.

Drive a "communication as part of the experience" mindset across the organization.

Tracks market trends and identifies latent opportunities at business/functional level.

Generates alternatives, recommends new approaches where needed to pivot from current strategy.

Stakeholder Management

Collaborate closely with the Legal and Compliance teams to ensure all communications adhere to regulatory standards and internal policies.

Partner with Product and Technology teams to implement communication systems and tools efficiently.

Collaborate on the design of communication and conversational frameworks used by customer support agents (C-Pilot) to ensure clarity, efficiency, and empathy in human-to-human interactions.

Work directly with the CX Transformation and Journey Node design teams to embed communication design into the end-to-end customer journey development process.

Functional Expertise

Proficiency in AI/LLM prompt engineering and optimization for customer-facing communication and conversational flows.

Act as the primary sign-off authority for customer-facing communication content.

Lead, mentor, and develop a high-performing team of communication designers and conversational designers.

Oversee the content design and optimization for transactional and promotional communications delivered via channels like Interactive Voice Response, Emails, WhatsApp and SMS channels.

Develop standardized, on-brand response templates and guidelines for customer support interactions across all social media platforms.

Lead the design and refinement of conversational flows, persona, and content for self-service channels, including chatbots and voice bots to maximize deflection and improve resolution rates.

Collaborate on the design of communication and conversational frameworks used by customer support agents (C-Pilot) to ensure clarity, efficiency, and empathy in human-to-human interactions.

Proven experience in managing high-stake escalations from customers.

Strong ability to coach others on "verbal de-escalation" techniques and containment strategies.

Execution Excellence

Manage project allocation, performance reviews, and career development for the team.

Foster a collaborative and innovative environment that encourages best practices in communication design.

Drives a culture of meritocracy - nurture, engage and grow high potential talent

Identifies resources and support needed to advance ideas with potential

Takes risks in the interest of finding a better way

Analyze communication performance metrics to identify and implement areas for design improvement

Required Qualifications

Experience

10+ years of experience in content strategy, communication design, UX writing, or a related field, with at least 5 years in a leadership/management role.

Proven track record of leading communication design for large-scale customer experience or digital transformation initiatives.

Extensive experience designing for multiple channels, including messaging platforms (WhatsApp), SMS, email, social media, and conversational AI (Chatbots/Voicebots).

Experience working in a regulated industry (e.g., ecommerce, financial services, telecom, healthcare) is a plus.

Skills

Deep understanding of human-centered design principles and service design methodologies.

Exceptional written and verbal communication skills, with a portfolio demonstrating the ability to simplify complex information into clear, actionable, and on-brand messages.

Strong strategic and analytical skills, capable of using data (e.g., communication metrics, Resolution Rate , deflection rates) to inform design decisions.

Excellent cross-functional collaboration skills, with the ability to influence and align stakeholders from Marketing, Legal, Corporate Affairs, Technology, and Operations.