Principal Customer Experience Officer – Digital & Creative Services

About the role

The Principal Customer Experience Officer will lead the Digital and Creative Services function, shaping artistic concepts, brand identity and customer‑facing communications for HELB. Reporting to senior management, the officer will ensure that all creative outputs align with business objectives and enhance the organisation’s public image.

Key responsibilities

• Formulate artistic concepts and ideation that support business needs.
• Design branding materials to raise awareness of products and services.
• Lead 360° campaigns, day‑to‑day brand management, media relations, events, public relations and business advisory services.
• Manage the creative team, monitor productivity and coordinate resources and equipment.
• Develop, review and enforce approval, sign‑off and risk schedules for all editorial and creative products.
• Track insights from multi‑channel platforms and integrate them into the communication strategy.
• Assist in preparing business service delivery proposals.
• Collaborate with management and internal/external stakeholders to identify creative and design needs.
• Facilitate project kick‑offs, oversee daily creative production tasks and troubleshoot workflow issues.
• Recommend workflow improvements to increase efficiency and reduce operational costs.

Required profile

• Minimum nine (9) years of relevant experience, including at least three (3) years at Senior Corporate Communication Officer level or equivalent.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations or a related field.
• Management course of at least four (4) weeks from a recognised institution.
• Membership in a relevant professional body in good standing, where applicable.
• Certificate in Computer Applications.
• Demonstrated merit and ability reflected in work performance and results.

Required skills