Experience Communications Lead

Job Description :

What You Will Be Doing

Overview

We're seeking an experienced and strategic to shape, execute, and continuously evolve the strategy for customer-facing communications across our digital B2B ecosystem. This role sits within the Experience Strategy & Design team and leads the Experience Communications pillar covering transactional, lifecycle, platform-triggered, and system-based communications that are integral to the customer journey.

You'll partner closely with CX, UX, content strategy, web editing, and product teams to ensure our customer communications are intentional, consistent, and aligned with business goals. As both a strategist and operator, you'll guide the end-to-end planning and execution of communication experiences that reinforce trust, drive action, and enhance value at every touchpoint.

Key Responsibilities

Strategic Leadership

• Define and own the end-to-end Experience Communications strategy across email, on-platform messaging, and other outbound customer channels
• Develop a scalable framework for how, when, and why we communicate with customers - aligned to journeys, product usage, and lifecycle moments
• Establish clear governance standards for content, tone, branding, data usage, cadence, and performance across communication types
• Collaborate across functions (CX, Product, Marketing, Legal, IT) to ensure communications are accurate, relevant, and timely

Team & Program Management

Execution & Alignment

What we are looking for

What You Bring

Who You Are

Who You Are

What's In It for You

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That is why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

Skills Required

Customer Experience, Seo, Oracle, Salesforce, email strategy