Pearson Digital Content Design and Communications Specialist in London, United Kingdom
Digital Content Design and Communications Specialist
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
About the Team
This role sits within Pearson UK, Customer Services division. Customer Services comprises over 150 team members across a number of departments and teams based in London and Manchester. Our aim is to be renowned for delivering outstanding customer service, and be the reason why customers come to us and stay with us.
Our main customer groups include Examinations Officers, Administrators, Quality Nominees and Teachers in Schools, Colleges, Employers and Training Providers
As the Digital Content Design and Communication Specialist your role will be split between graphic design (60%) and communications (40%).
The Communications Team vision is to make our customers’ lives easier and have a positive impact on their experience with Pearson by giving them the information they need, when they need it.You will be responsible for ensuring stakeholders are aware of our communications process and actively engage with all departments in Pearson Qualification Services (PQS) and Product Management in order to have visibility and advance notice of customer communications. You will also work closely with the Marketing Team to ensure you have visibility of what they are sending out and there is no overlap in messaging.
1. Graphic Design (60%)
Using our established brand voice and style guides, design banners, leaflets, booklets and interactive material. Work closely with stakeholders to plan and produce(digital and print)materials.
Design and create branded communications templates for newsletters and ad-hoc messages.
Be a brand champion for Customer Services making sure we are always up to date with the branding guidelines.
2. External communications
Work closely with all teams in Pearson Qualifications Services (PQS) to ensure all communications are accurate and appropriate for the customer; review messages for Tone of Voice and advice on the best communication method.
Proven experience in proofing and content editing documents for both internal and external audiences
Ensure appropriate sign off process is followed and all messages are sent within Service Level Agreement (SLA).
3. Internal communication
- Support on delivery of internal communications to the Customer Services division, to ensure teams are kept up to date with business changes/updates and front line colleagues have all the necessary information to deal with customer’s queries.
4. Communications methods
- Continually review new channels to interact with customers, advising the business on the most effective methods of communication and implementing as required.
5. Stakeholders engagement
6. Managing feedback
Actively seeking internal and external customer feedback on our communications. Analyse feedback, create action plans and implement changes based on this.
Analyse historical data in order to forecast the top issues for each month and monitor other noticeable trends.
7. Distribution list
- Ensure communications are sent to the relevant audience at all times. Review post-communication reports and work towards continuously improving open rates.
8. Online content
- Own content on the Pearson qualifications website and review content owned by other Customer Services Terms to ensure this is up to date.
Previous experience in similar digital marketing role / graphic and web design
Strong experience of Adobe Creative Cloud and design fundamentals. The candidate also should possess basic HTML/CSS skills
Strong understanding of current online marketing concepts, strategy and best practice
A strong visual sense with a creative flair and originality
Possess ability to prioritize, multitask, and meet deadlines in a fast-paced environment, engage in a variety of tasks simultaneously, and consistently meet deadlines
Have strong analytical, critical thinking and problem solving skills
Understanding of digital marketing activities including SEO, PPC, social media, etc
Excellent writing and proof reading skills
Collaborate and communicate with a dynamic team, strong interpersonal and relationship building skills
Web editor experience -working on a large information based website (Adobe Experience Manager)
Strong presentation and communication capabilities.
Systems, Tools & IT Literacy
Adobe Creative Suite - Photoshop, Illustrator and InDesign
Standard MS Office-based packages
Knowledge of communications platforms (i.e. Maxemail, OneCRM)
Knowledge of HTML, CSS and Adobe CQ
Knowledge of video and editing/Adobe Premiere beneficial
Knowledge of collaboration platforms eg Jive (Neo)
If this is the role for you, send us your CV, cover letter and a link to your portfolio.
Primary Location: GB-GB-London
Work Locations: GB-London-190 High Holborn 190 High Holborn London WC1V 7BH
Job: Customer Service
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Apr 10, 2018
Job Unposting: May 10, 2018
Schedule: Full-time Regular
Req ID: 1805453
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.