Solution Architect - Customer Interaction Operational Communications
We're looking for an Solution Architect - Customer Interaction Operational Communications to join our team in Portugal in a remote working mode. In this role, you will define and deliver operational communications strategies for complex, regulated financial services environments. You will create clear communication architectures, align content design with operational objectives, and ensure every customer or colleague message is accurate, timely and compliant with brand and regulatory standards.
Responsibilities
- Deliver operational communications and customer communication management in a regulated financial context
- Define comms architecture including audience segmentation, intent, channel selection, timing and trigger logic
- Collaborate across operations, digital, product and contact center teams to ensure integrated communication planning
- Maintain alignment of comms approach with business priorities and compliance frameworks
- Provide peer review and quality control across operational messaging outputs, ensuring clarity and consistency
- Support the lifecycle of comms assets by managing templates, modular content and message journeys
- Identify and implement opportunities for comms reuse, standardization and process optimization
- Ensure accurate audit trails and retention practices for communications in accordance with governance policies
Requirements
- Proven experience delivering operational communications and/or CCM solutions within complex, highly regulated financial services environments
- Strong ability to design comms architecture that includes segmentation strategies, structured message flows and channel orchestration
- Demonstrated understanding of compliance considerations for operational messaging in financial services
- Excellent communication, planning and stakeholder engagement skills with attention to detail
- Ability to operate independently while managing multiple priorities in fast-paced environments
- Familiarity with governance processes and quality control for communication outputs
Nice to have
- Experience designing communications components such as templates, modular blocks, reusable FAQs and scripts
- Knowledge of balancing short-term operational needs with long-term strategy for consistency and efficiency
- Experience driving decommissioning initiatives: retiring outdated templates, cleaning up distribution lists and ensuring retention compliance
- Understanding of integration between CCM requirements and technology platforms (e.g., CMS, notification services, CRM)
- Ability to conduct reviews ensuring tone, accuracy, accessibility and brand alignment
