Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertSelect how often (in days) to receive an alert:Head of Customer Base Management Content & Design (Direct) – Dublin.Location/Office Policy: Molesworth Street/HybridAre you enthusiastic about customer understanding, data, and strategic transformation?Are you enthusiastic about customers and storytelling?Are you collaborative and ego-free, with a growth mindset?Are you comfortable leading ambiguity and driving clarity?What is the Role:Part of the newly established Chief Customer Office and reporting into the Head of Customer Base Management, the role holder will be a pivotal member of this new team to ensure that we are setting the right direction for not only the Customer Base Management team but also the wider business. We are looking for an inspiring and customer-obsessedHead of Content & Designto lead the creative development ofdirect communicationsacross our customer base. This role owns the tone, design, and execution of communications across email, SMS, push notifications, and in-app messaging ensuring they arepersonal, engaging, and brand-right.You will bring together strategy, storytelling, and design thinking to lead a team of writers, designers, and content strategists, working together with campaign planners, marketing, and analytics teams.Key accountabilities:Define and own the content and design strategy for all customer base campaigns and lifecycle journeys.Champion brand voice, tone, and visual identity across direct channels.Lead creative ideation, ensuring content aligns with customer needs, lifecycle stage, and business goals.Oversee end-to-end creation of compelling, compliant, on-brand content across email, SMS, push, and app.Lead a team of copywriters, designers, and content specialists to deliver best-in-class work.Manage a library of modular content blocks, templates, and design systems for scalability.Translate data insights into creative approaches that drive engagement and conversion.Work closely with Lifecycle Campaign Managers and CRM Ops to build journey content that performs.Collaborate with product, compliance, and legal teams to ensure messaging is accurate and approved.Support campaigns across B2C and B2B customer journeys, adapting voice and structure accordingly.Lead the testing agenda across content, format, and creative performance (e.g. A/B subject lines, layouts).Stay ahead of trends in behavioural science, dynamic personalisation, and interactive content.Continuously improve readability, accessibility, and emotional resonance.Maintain exacting standards of clarity, compliance, and consistency across all touchpoints.Evolve and embed tone of voice and brand guidelines for direct communications.Ensure appropriate contact governance and accessibility principles are followed.What you Will Bring:8+ years in content, creative or design roles — with 3+ in a leadership positionProven experience in CRM, lifecycle, or direct communications (email, push, SMS, app)A strong creative portfolio with examples of impactful lifecycle or campaign workExperience leading multi-disciplinary teams (writers, designers, strategists)Exceptional storytelling, conceptual thinking, and strategic communication skillsConfident presenting ideas and creative rationale to stakeholders at all levelsBackground in financial services, fintech, telco, or another regulated sectorUnderstanding of B2B and B2C content nuancesKnowledge of accessibility standards and inclusive designWhy work for AIB?We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.Some of our benefits include.Variable PayEmployee Assistance ProgrammeFamily leave optionsPlease clickhere for further information about AIB’s PACT – Our Commitment to You.Key CapabilitiesCustomer FirstContent Design and WritingStakeholder ManagementDigital MarketingAIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ieDisclaimer:Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners. Application deadline : 7th of July 2025.Job Segment: Recruiting, CRM, Compliance, Bank, Banking, Human Resources, Technology, Legal, FinanceAlways ActivePerformance Cookies Inactive
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