Product Communications Manager

POSITION TITLE

Product Communications Manager

LOCATION

Richmond, VA

Lynchburg, VA

Remote (Eastern or Central US Time Zone)

This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

At Genworth, we are committed to caring for our customers and for the safety of our colleagues. In the event the office is inaccessible (e.g., inclement weather), this role may be required to work remotely.

YOUR ROLE

We are looking for a dynamic customer-centric Product Communications Manager to join our Long Term Care Customer Experience Team. You will be responsible for creating, maintaining and improving customer communications across the customer journey, from policy placement to claims payments. Customer communications, including direct mail, email, and web materials, are critical to Genworth's brand and building strong customer relationships.

As an individual contributor, you will collaborate with business leaders, the integrated communications team, operations teams, and customer experience and research leaders to create communication strategies and develop customer-centric initiatives to improve the experience while also incorporating legal and regulatory requirements. The intent is to drive change and progress in how we communicate with customers while conveying commitment and care as the core focus.

The ideal candidate is a collaborative, skilled, and imaginative writer with an eye for detail, as well as an experienced organizational operator that can navigate varying perspectives to reach desired outcomes. This person should be adept at auditing and refining existing and future materials to ensure consistency and one voice while maintaining Genworth brand standards. The Product Communications Manager will be empowered to take ownership and be proactive.

WHAT YOU WILL BE DOING

• Develop relationships across the business to influence communications at each step in the customer journey and propose / create customer-centric materials. This includes communications related to customer service, policy benefits, care and wellness initiatives and other key customer touch points
• Write clear, consumer-friendly copy within the brand voice to convey both commitment and care. Edit and proofread copy as needed.
• Collaborate cross-functionally with multiple stakeholders
• Work with our web team to develop customer-centric copy and layout designs for online tools
• Develop strong working relationships with Legal and Compliance teams to ensure customer communications meet regulatory consideration
• Partner with our customer experience and research leaders and UX/CX professionals to translate insights into developed materials and identify content in need of research to improve customer satisfaction
• Use data and analytics to measure the effectiveness of writing and adjust, as needed
• Develop deep understanding of the company's target audience and goals

WHAT YOU BRING

• Bachelor's Degree in Journalism, English, Communications, Public Relations or Marketing and/or 5+ years of experience in Corporate Communications, Content Marketing, Public Relations, or similar role
• Creativity and proven experience as a writer in a related role
• Exceptional customer-centric writing skills; experience in copywriting, proofreading and editing
• Strong aptitude building and maintaining relationships as well as influencing others
• Ability to see the big picture while maintaining strong attention to detail
• Excellent digital communications skills, including Office365
• Knowledge of online content strategies and experience using SEO principles
• Experience working with internal creative and design teams as well as external agencies in the development of customer-facing materials from business requirements and ideas
• Proficiency in translating customer-focused research into action, applying learnings and customer feedback to the development of materials
• Enjoy working independently as well as within cross-functional teams

• Ability to work in a high-energy environment and manage multiple deadlines with a can-do attitude
• Experience in highly regulated industries, like health care, finance, or insurance

WHAT WE OFFER

• We have a real impact on the lives of the people we serve
• We work on challenging and rewarding projects
• We give back to the communities where we live
• We offer competitive benefits including:
  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day
  • Generous Choice Time Off your first full year
  • 12 Paid Holidays
  • 40 hours of volunteer time off
  • 401K Account with matching contributions
  • Tuition Reimbursement and Student Loan Repayment
  • Paid Family Leave
  • Child Care Subsidy Program

COMPANY

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth's US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation's long term care crisis.

We know we can't deliver on our mission unless we deliver for our employees. That's why we're committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees' well-being. We know each employee contributes in their own unique way and we're dedicated to supporting every one of them to help them reach their full potential.

At this time, Genworth will not sponsor a new applicant for employment authorization for this position.

No agencies please.

#LI-Remote