Assurant, Inc.

Compensation

Full Description

Do you want to shape how millions of customers experience digital communications? As Manager, Digital Content Strategy, you’ll be at the heart of our digital transformation—leading the way we design, deliver, and optimize customer communications within our Lender Place Solutions business. This is more than a content role. It’s a chance to redefine customer engagement by building scalable, personalized, and compliant communications that make complex information simple, accessible, and human. You’ll oversee a portfolio of 1,400+ templates across 23 clients, guiding the rollout of a centralized Customer Communications Management (CCM) platform that powers letters, emails, SMS, chat, video, and more. Why You’ll Love This Role • Make an impact: Your work will directly shape how customers connect with brands in critical moments. • Lead transformation: Drive the shift from legacy processes to modern, omnichannel communications. • Collaborate widely: Partner with Legal, Compliance, Marketing, and Product to balance creativity with precision. • Innovate with purpose: Use analytics and personalization to continuously improve engagement. • Grow as a leader: Manage a team, influence enterprise standards, and champion digital-first thinking. What will be my duties and responsibilities in this job?   • Shape the digital communications strategy across email, SMS, web, chat, video, and mobile to deliver seamless customer experiences. • Lead the transformation from manual, fragmented processes to a centralized Customer Communications Management (CCM) platform that scales across 23 clients. • Collaborate cross‑functionally with Product, Compliance, IT, and Marketing to establish enterprise standards and translate complex business/legal language into clear, customer‑friendly messaging. • Own modular content architecture to ensure consistency and efficiency across 1,400+ templates and multiple channels. • Champion compliance and accessibility , ensuring every communication aligns with brand voice, WCAG standards, and regulatory requirements. • Oversee repository rollout , including workflow automation, role‑based access, and audit trails to strengthen governance and transparency. • Refine governance models for content updates, version control, and client‑specific branding. • Define and track KPIs to measure engagement, delivery performance, and operational efficiency. • Leverage analytics to drive personalization, optimize communications, and continuously improve customer outcomes. • Ensure omnichannel consistency across all digital touchpoints, reinforcing trust and brand integrity. • Support digital transformation initiatives by modernizing legacy communications and enabling future‑ready customer experiences.   What are the requirements needed for this position?   • A minimum of 7 years of experience within digital communications, and content strategy within a product driven team. • Bachelor’s degree in communications, English, Marketing, or related field. • Exceptional communicator: Strong writing and editing skills, with the ability to simplify complex ideas into clear, customer‑friendly messaging. • Platform expertise: Hands‑on experience with CCM platforms such as Quadient, OpenText, or Smart Communications. • Previous experience managing teams and influence cross‑functional stakeholders, driving alignment across Product, Compliance, IT, and Marketing. • Solid knowledge of compliance and accessibility requirements, including audit trails and WCAG guidelines.   What other skills/experience would be helpful to have?   • Industry expertise: Background in financial services, insurance, or other highly regulated environments. Lender place insurance experience is highly desired. • Customer journey insight: Strong understanding of journey mapping and digital experience design. • Project agility: Ability to juggle multiple initiatives and deliver results under tight deadlines. • Empathy‑driven communication: Writing style that prioritizes clarity, compassion, and customer needs. How much travel should I expect? • Up to 5% annual travel #LI-Remote #AssurantProudKS