Head of Content & Design, DublinHead of Customer Base Management Content & Design (Direct) - Dublin.
Location/Office Policy: Molesworth Street/Hybrid
1. Are you enthusiastic about customer understanding, data, and strategic transformation?
2. Are you enthusiastic about customers and storytelling?
3. Are you collaborative and ego-free, with a growth mindset?
4. Are youfortable 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-obsessed Head of Content & Design to lead the creative development of directmunications across our customer base. This role owns the tone, design, and execution ofmunications across email, SMS, push notifications, and in-app messaging ensuring they are personal, 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:
5. Define and own the content and design strategy for all customer base campaigns and lifecycle journeys.
6. Champion brand voice, tone, and visual identity across direct channels.
7. Lead creative ideation, ensuring content aligns with customer needs, lifecycle stage, and business goals.
8. Oversee end-to-end creation ofpelling,pliant, on-brand content across email, SMS, push, and app.
9. Lead a team of copywriters, designers, and content specialists to deliver best-in-class work.
10. Manage a library of modular content blocks, templates, and design systems for scalability.
11. Translate data insights into creative approaches that drive engagement and conversion.
12. Work closely with Lifecycle Campaign Managers and CRM Ops to build journey content that performs.
13. Collaborate with product,pliance, and legal teams to ensure messaging is accurate and approved.
14. Support campaigns across B2C and B2B customer journeys, adapting voice and structure accordingly.
15. Lead the testing agenda across content, format, and creative performance ( A/B subject lines, layouts).
16. Stay ahead of trends in behavioural science, dynamic personalisation, and interactive content.
17. Continuously improve readability, accessibility, and emotional resonance.
18. Maintain exacting standards of clarity,pliance, and consistency across all touchpoints.
19. Evolve and embed tone of voice and brand guidelines for directmunications.
20. Ensure appropriate contacternance and accessibility principles are followed.
What you Will Bring:
21. 8+ years in content, creative or design roles - with 3+ in a leadership position
22. Proven experience in CRM, lifecycle, or directmunications (email, push, SMS, app)
23. A strong creative portfolio with examples of impactful lifecycle or campaign work
24. Experience leading multi-disciplinary teams (writers, designers, strategists)
25. Exceptional storytelling, conceptual thinking, and strategicmunication skills
26. Confident presenting ideas and creative rationale to stakeholders at all levels
27. Background in financial services, fintech, telco, or another regulated sector
28. Understanding of B2B and B2C content nuances
29. Knowledge of accessibility standards and inclusive design
Why work for AIB?
We aremitted 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.
30. Market leading Pension Scheme
31. Healthcare Scheme
32. Variable Pay
33. Employee Assistance Programme
34. Family leave options
35. Two volunteer days per year
Please click here for further information about AIB's PACT - Ourmitment to You.
Key Capabilities
36. Customer First
37. Collaborates
38. Promotes Innovation
39. Content Design and Writing
40. Stakeholder Management
41. Digital Marketing
42. CRM understanding
AIB 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 aremitted to providing reasonable amodations for applicants and employees. Should you have a reasonable amodation request please email the Talent Acquisition team at
Disclaimer:
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 ID 82992