Experian MCE Internal Communications Manager in Dallas, Texas

Description

The Internal Communications Manager for Experian’s contact center contributes to the My Customer Experience (MCE) success by establishing strategic direction for communications programs across the organization and creating communication/documentation content for external channels. The role leads internal messaging through identifying, developing, and communicating company initiatives, events, programs, and key messages to drive the strategic direction of the business. Externally, as an example, this role produces documentation related to MCE for regulatory compliance purposes. Internal Communications Manager regularly provides communication counsel to all levels of the organization, including senior leaders. Responsibilities:

  • Leads internal communication department, providing strategic development and execution for all MCE internal communications to engage, inform, and direct employees about the strategy and business priorities for the unique needs of the contact center environment.

  • Plans, staffs, reviews and organizes internal communication staff assignments in all MCE locations. Provides leadership, coaching, guidance, training and staff development.

  • Provides communication expertise and execution for all areas of the MCE and senior leadership including CIS and ECS Group Presidents, and Partner Solutions Presidents.

  • Creates, plans, and maintains communication policies and procedures

  • Creates filters for managing information and serves as the communications gatekeeper - prioritizing by vehicle, content, timing and business impact.

  • Directs and produces high-quality written, video, and other visual content (email and portal banners, infographics, etc.)

  • Establishes and maintains internal portal content including written, visual, and user interaction elements

  • Establishes, develops and implements communications strategy for MCE-wide campaigns

  • Manages content and execution of key BU meetings, including any MCE all hands at all sites.

  • Establishes talking points for company events, presentations, and videos, often delivered by senior leadership

  • Manages vendor relationships to support content creation needs

  • Consistently reinforces MCE brand, culture, and transformational journey throughout communication channels

  • Builds strong relationships with senior leaders across MCE business and locations to communicate strategic initiatives and ensure a “One MCE” approach

  • Participates in cross-functional teams to ensure continuity of department and culture plans across the organization

  • Drives the continued evolution of the function to enhance collaboration across the business

  • Ability to implement communication strategy to reach contact center employees thru different digital media channels (internal Facebook page, videos, etc).

Knowledge, Experience & Qualifications

Knowledge, Experience & Qualifications:

  • Bachelor’s degree in Communications, English, Journalism, or Marketing

  • Excellent organizational, project management, and time management skills

  • Self-motivated with a positive and professional approach to relationship management

  • Experience in implementation of communications strategy within Contact Center Environments

  • Strong writing, editing, proofreading, layout, and design skills

  • Confident communicator and presenter

  • Ability to work with all levels of management

  • Management experience with employees in multiple locations

  • Proficiency in the following:

  • Video production – from camera operation for video capture to video editing for final use/channel

  • Adobe Suite (Photoshop, Illustrator, After Effects, Premier Pro, Dreamweaver)

  • Microsoft Office (Word, PowerPoint, Excel, Outlook)

Description

The Internal Communications Manager for Experian’s contact center contributes to the My Customer Experience (MCE) success by establishing strategic direction for communications programs across the organization and creating communication/documentation content for external channels. The role leads internal messaging through identifying, developing, and communicating company initiatives, events, programs, and key messages to drive the strategic direction of the business. Externally, as an example, this role produces documentation related to MCE for regulatory compliance purposes. Internal Communications Manager regularly provides communication counsel to all levels of the organization, including senior leaders. Responsibilities:

  • Leads internal communication department, providing strategic development and execution for all MCE internal communications to engage, inform, and direct employees about the strategy and business priorities for the unique needs of the contact center environment.

  • Plans, staffs, reviews and organizes internal communication staff assignments in all MCE locations. Provides leadership, coaching, guidance, training and staff development.

  • Provides communication expertise and execution for all areas of the MCE and senior leadership including CIS and ECS Group Presidents, and Partner Solutions Presidents.

  • Creates, plans, and maintains communication policies and procedures

  • Creates filters for managing information and serves as the communications gatekeeper - prioritizing by vehicle, content, timing and business impact.

  • Directs and produces high-quality written, video, and other visual content (email and portal banners, infographics, etc.)

  • Establishes and maintains internal portal content including written, visual, and user interaction elements

  • Establishes, develops and implements communications strategy for MCE-wide campaigns

  • Manages content and execution of key BU meetings, including any MCE all hands at all sites.

  • Establishes talking points for company events, presentations, and videos, often delivered by senior leadership

  • Manages vendor relationships to support content creation needs

  • Consistently reinforces MCE brand, culture, and transformational journey throughout communication channels

  • Builds strong relationships with senior leaders across MCE business and locations to communicate strategic initiatives and ensure a “One MCE” approach

  • Participates in cross-functional teams to ensure continuity of department and culture plans across the organization

  • Drives the continued evolution of the function to enhance collaboration across the business

  • Ability to implement communication strategy to reach contact center employees thru different digital media channels (internal Facebook page, videos, etc).

Knowledge, Experience & Qualifications

Knowledge, Experience & Qualifications:

  • Bachelor’s degree in Communications, English, Journalism, or Marketing

  • Excellent organizational, project management, and time management skills

  • Self-motivated with a positive and professional approach to relationship management

  • Experience in implementation of communications strategy within Contact Center Environments

  • Strong writing, editing, proofreading, layout, and design skills

  • Confident communicator and presenter

  • Ability to work with all levels of management

  • Management experience with employees in multiple locations

  • Proficiency in the following:

  • Video production – from camera operation for video capture to video editing for final use/channel

  • Adobe Suite (Photoshop, Illustrator, After Effects, Premier Pro, Dreamweaver)

  • Microsoft Office (Word, PowerPoint, Excel, Outlook)

Experian is an Equal Opportunity Employer including disability / veteran.