Senior Customer Experience Officer – Digital & Creative Services

About the role

The Higher Education Loans Board is seeking a Senior Customer Experience Officer to lead its Digital and Creative Services function. The role combines strategic thinking with hands‑on creative execution to enhance the Board’s brand and communication across multiple channels.

Key responsibilities

• Develop artistic concepts and visual ideas that support business objectives.
• Create branding materials for products and services to raise awareness.
• Collaborate with business units to translate work plans into clear communication goals.
• Supervise the creative team, monitor productivity, and coordinate resources and equipment.
• Establish approval workflows, sign‑off procedures, and risk schedules for all editorial and creative outputs.
• Analyse insights from multi‑channel platforms and integrate findings into the organization’s communication strategy.
• Gather and prioritize creative and design requirements across the Board.
• Recommend workflow improvements to increase efficiency and reduce operational costs.

Required profile

• At least six years of relevant experience, including three years at the Corporate Communication Officer I level or equivalent.
• Bachelor’s degree in Public Relations, Communication, Journalism, Marketing, International Relations or a related field.
• Membership in a relevant professional body where applicable.
• Certificate in Computer Applications.
• Demonstrated merit and performance in previous roles.

Required skills

• Computer Applications