Associate Business Consultant, Customer Communications

The Customer Communications Center of Excellence drives internal and external customer communications and engagement for customer-impacting initiatives related to product enhancements, security, network, data, and regulatory change events. The team serves as project managers, consultative partners, thought leaders and strategists for operational (non-Marketing) communications and outreach. The team supports customer engagement and communication as a shared service within the larger organization.

About the Role

This role is responsible for leading complex communication and change initiatives while managing multiple projects and stakeholder groups across a matrixed organization. You will develop and deliver strategic, AI-enabled communication programs, ensuring messaging is effective, compliant, customer-focused, and aligned with organizational objectives. The position combines project management, communications expertise, governance, and stakeholder influence to drive successful adoption of change initiatives.

Responsibilities

• Manage multiple concurrent communication projects as standalone initiatives or workstreams within larger programs, ensuring project deliverables and assets are completed using project management best practices.
• Coordinate and facilitate project meetings and negotiate resource needs with staffing managers while tracking project effort through project management tools.
• Plan and deliver multifaceted communications for change events, tailoring strategies to different stakeholder audiences and optimizing channels and timing.
• Orchestrate AI-enabled, multi-channel customer communications by designing and overseeing customer journeys across multiple touchpoints.
• Collaborate with cross-functional teams to ensure communication consistency and represent the Communications Center of Excellence perspective on project teams.
• Develop communication assets for a range of audiences and channels while ensuring appropriate stakeholder review and refinement of messaging.
• Enforce communication governance standards and ensure content complies with quality, compliance, and data privacy requirements.
• Leverage data, sentiment scoring, readiness indicators, and AI governance frameworks to improve communication effectiveness, stakeholder adoption, and decision-making.

Requirements

• Equivalent professional experience or relevant education and experience.
• Experience in project or program management, including execution of complex initiatives.
• Strong project and portfolio management capabilities, including scheduling, risk management, dependency management, scenario planning, and use of AI-generated insights.
• Proficiency with project management tools and Microsoft Office applications; AdaptiveWork experience preferred.
• Lean Six Sigma (Green or Black Belt) and/or PMI certification preferred.
• Experience presenting to executive audiences and influencing stakeholders across a highly matrixed organization.
• Exceptional communication, stakeholder management, negotiation, and interpersonal skills.
• Experience applying AI and automation tools to communications, content, or project management workflows, including prompt development and quality review of AI outputs.

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