Principal Customer Experience Officer, Digital and Creative Services at Higher Education Loans Board (HELB)

Ref. No. HELB/017 - Grade 5

Job Profile

The job holder is responsible for communicating HELB’s unique value proposition through the design and management of professional on brand digital communication, marketing and operational/ reporting resources. The role leads the development and management of internal and external communication frameworks across a variety of platforms to promote HELB’s capabilities and reputation among key stakeholders. This includes managing branding guidelines and developing content for the social media, website, distribution channels, stakeholders and Government engagement activities and other collateral

Job Specifications

• Managing the creative team, tracking productivity, and liaising with support business functions for resources and equipment, developing key performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision-making support and recommending changes to workflows to improve efficiencies and cut operational costs.
• Advising Senior Management on emerging communication and reputation risks, developing counter strategies aimed at ensuring conformity with emerging and existing laws and regulatory requirements that impact on business decisions at the department;
• Developing and executing comprehensive communication strategies aligned with the organization’s goals and objectives such as media relations, public relations, social media and internal communications.
• Crafting, Reviewing and Managing Compelling Content by liaising with business units, partners and contracted service providers to produce high-quality written and visual content for various communication channels, including websites, blogs, social media, newsletters, reports, and presentations.
• Managing the Quality Assurance of Internal Communication by facilitating effective communication within the organization, ensuring that employees are well-informed about important updates, initiatives, and developments including creating/preparing speeches, press statements, internal newsletters, chat platforms, coordinating townhalls/ webinars and use communication tools and platforms to engage staff.
• Managing the HELB brand by ensuring that all communication materials and messages align with brand guidelines and maintain consistency in branding across different platforms.
• Monitoring, tracking and analyzing the effectiveness of communication strategies and campaigns, using metrics and analytics to measure success and make data-driven improvements.
• Managing the stakeholders by working with business units to identify key stakeholders, develop and implement tailored communication approaches to engage and maintain positive relationships.
• Supporting the planning and execution of communication-related events, such as product launches, press conferences, trade shows, and corporate gatherings.
• Media Monitoring of industry trends, competitor activities, and relevant news to identify opportunities and potential risks for the organization.

Person Specifications

For appointment to this grade an officer must have: -

• Served for a cumulative period of nine (9) years relevant work experience three (3) of which must have been in the grade of Senior Corporate Communication Officer or in a comparable position.
• Bachelor’s degree in public relations, Graphic Design, Communications, Journalism, Marketing, International relations, social sciences, or equivalent qualifications from a recognized institution.
• Management course lasting not less than four (4) weeks in a recognized institution.
• Membership to a relevant professional body and in good standing.
• Certificate in Computer Applications; and
• Shown merit and ability as reflected in work performance and results.

Key Competencies and skills

• Leadership
• Content creation/Copywriting
• Speech Writing
• Creativity & tenacity
• Videography & Photography
• Problem solving
• Analytical
• Innovative thinking
• Interpersonal
• Communication
• Emotional intelligence
• Team player