The work

During high-impact incidents, you’ll make real-time communications decisions on timing, content, escalation and stakeholder alignment. The role does not own business or operational decisions. You’ll coordinate updates through the Status Page, incident bridge and enterprise alerting channels, and prepare technical and business impact summaries for senior leaders, suitable for executive and Board-level reporting.

The remit covers the full communications lifecycle, from preparedness and active response to post-incident reports and improvement. You’ll develop processes and playbooks, run mock incidents and tabletop exercises, support the Major Incident Management team, and use performance data and stakeholder feedback to improve the service. Executive-ready reporting also draws on incident, engagement and performance data to communicate business impact, risk, trends and readiness.

You’ll also own the Status Page as a communications product, including incident and maintenance content, templates, service onboarding, performance and stakeholder enablement. The role promotes its use across the enterprise, leads automation and integration across communications platforms, explores uses for analytics and emerging technology including AI, and helps develop the programme’s capabilities and mentor others as it matures.

Qualifications

Skills and experience

• Background in corporate or business communications; banking, financial sector or multinational enterprise experience is preferred.
• Ability to explain complex technical issues to non-technical audiences, and to remain composed, clear and decisive under time pressure.
• Extensive writing, editing and proofreading experience.
• Knowledge of communications practices and ability to develop and implement communications plans and tactics.
• Proficiency with Microsoft 365 and collaboration platforms, and ability to manage varied tasks independently and with a team.
• The qualifications specify a bachelor’s degree in communications, business, technology or a related field, or an equivalent combination of education and relevant experience. The Job Info section separately lists the degree level as “No Formal Education”.

Preferred qualifications

• Working knowledge of enterprise IT infrastructure, such as cloud, mainframe and networks.
• Product and project management experience, including cross-functional initiatives from concept to execution; professional certifications in those areas are also desired.
• Cross-functional partnership, consulting and stakeholder engagement experience across organisational levels.
• Exposure to or ongoing learning in AI-assisted tools, automation or analytics for communications, reporting or workflow improvement.