OVERHAULING CUSTOMER COMMUNICATIONS

Usually, the last person you want to hear from is your bank. So to get customers to read Citi’s communications, utilise their card features and benefits, and learn about products which might benefit them, I overhauled Citi’s customers engagement communications.

Through developing best practice guidelines, modern easy to read eDMs, direct mail and landing pages and setting a new tone of voice, I was able to create a customer experience that was consistent, compelling and all together more rewarding.

Based on the success of this, I went on to manage the development of customer lifecycle communications for Citi’s portfolio of partner branded credit cards including Qantas Money, Virgin Money Australia, Suncorp and Coles.