Customer Communications Assurance Specialist

How you'll help us live our purpose    

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.   

It's a purpose that drives everything we do.  And you can play your part too – join our Customer Risk and Assurance team as a Customer Communications Assurance Specialist.

How you'll make a difference

 In the role of Customer Communications Assurance Specialist, you will ensure that all customer-facing communications are clear, fair, and not misleading and that customers can genuinely understand and act on the information provided.  The role supports the Society's Consumer Duty obligations by testing communications (written, digital, verbal) before and after deployment, identifying barriers to customer understanding, evidencing outcomes, and driving improvements across customer journeys.

This role is critical in helping the Society demonstrate that communications work effectively in practice, align to regulatory standards and meet the needs of all customers including those with characteristics of vulnerability.

 What will you bring to the role?

• Experience in reviewing, designing or testing customer communications (letters, emails, scripts, webpages, SMS).
• Understanding of FCA Consumer Duty, especially the Consumer Understanding outcome and expectations on testing, MI, and evidence.
• Ability to test communications with real customers using methods such as comprehension checks, research groups, A/B testing, and behavioural insight and AI tools.
• Ability to assess communications for accessibility, usability, and suitability for customers with vulnerabilities (e.g., plain language, hierarchy, alternative formats).
• Excellent communication and report writing skills, including the ability to translate complex issues into clear insights.
• Experience in stakeholder engagement across marketing, product, legal, and compliance.

And in return, you'll get the best from us:

•  Hybrid working – 2 days per week in the office
• Annual bonus of up to 12%   

• Matched pension contributions up to 10%   

• 26 days holiday, plus bank holidays and holiday purchase scheme    

• Colleague Mortgage and Saver products   

• 2 days' volunteering per year   

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

Why choose us? 

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.   

 You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.   

Why wait? Apply now   

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.  

We're devoted to creating a culture and workplace that is representative of the communities we serve.  If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on careers@leedsbuildingsociety.co.uk.  

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