Working closely with subject matter experts and cross-functional teams throughout the product lifecycle, you will transform complex concepts into accessible, engaging narratives that inspire stakeholders and strengthen customer connection.
Key Responsibilities
- Develop comprehensive product briefs, content, and narratives for new and evolving products and services.
- Collaborate with teams across interiors, culinary, inflight entertainment, digital, and design to ensure messaging aligns with brand, CX goals, and overall product vision.
- Translate technical and operational updates into clear, consistent, and impactful communications for internal stakeholders.
- Act as communications advisor for product and service programmes, providing executive updates and strategic content.
- Support launch campaigns and product activations, working closely with Marketing and PR on engagement and press materials.
- Capture and communicate the rationale behind product features and decisions, creating compelling stories that drive buy-in and strengthen the customer journey.
- Develop a forward-looking content calendar tied to key events, launches, sponsorships, and transformation milestones.
- Partner with product and service teams to articulate features, USPs, and benefits into cohesive definitions and narratives.
- Serve as the single point of contact for communication planning across product and service workstreams.
- Build KPIs and dashboards to measure the success of communication strategies and initiatives.
Candidate Profile
- Bachelor’s degree in Communications, Marketing, Business, PR, or related field (Master’s preferred).
- At least 10 years’ experience in communications roles, ideally in customer experience-driven industries.
- Strong understanding of CX principles and product positioning.
- Proven success delivering impactful communication strategies in complex, cross-functional environments.
- Exceptional writing, editorial, and copy development skills, with the ability to adapt tone and messaging for varied audiences.
- Skilled at engaging SMEs, senior stakeholders, and diverse teams to achieve alignment.
- Strong interpersonal and stakeholder management skills with the ability to influence without authority.
- Experienced in project management and organisational delivery of multiple workstreams.
- Adaptable, curious, and highly motivated with strong leadership and strategic thinking abilities.