The End User Services (EUS) Communications team is responsible for employee-facing communications supporting various technology products and services. For this initiative, the Communications Analyst will support the initial rollout of the Passwordless Biometric Authentication (PBA) program for employees within Capital Markets in the United States, with expansion to additional lines of business and geographies later in the year.
This role will work closely with the Passwordless Biometric Authentication Program and Project teams, Tech Support Services, Support Modernization teams, Change Management & Enablement teams in the U.S., Technology & Operations Corporate Communications, and other Line of Business Corporate Communications teams.
What will you do?
- Write, edit, and maintain employee-facing content (emails, FAQs, best practices, articles, video scripts, etc.) across multiple channels (Poppulo, employee intranet platforms, SharePoint, Confluence) that is clear, concise, and consumable by non-technical audiences
- Partner with key stakeholders and lines of business to review, adapt, and enhance communications templates and materials
- Distribute multiple communications weekly to varied employee distribution lists
- Manage a centralized program communications inbox, including triage and responses to employee inquiries
- Track, analyze, and report on readership and engagement metrics to measure effectiveness and identify improvement opportunities
- Distribute user surveys, analyze feedback, and translate insights into improved communications, content, and feature prioritization
What do you need to succeed?
Must-have
- Post-secondary degree or diploma in Communications, Journalism, Technical Writing, or Marketing
- Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, non-technical language
- Experience using enterprise communications platforms for email creation and distribution (Poppulo preferred)
- Strong proficiency with Microsoft Office (Word, Outlook, Excel, PowerPoint)
- Experience administering web-based collaboration platforms (e.g., Jive or similar)
- Strong organizational skills with the ability to manage multiple deliverables in a fast-paced, changing environment
- Self-driven, creative, and analytical mindset with strong interpersonal skills
Nice-to-have
- Experience supporting communications within large, complex enterprise environments
- Familiarity with Agile delivery frameworks and tools such as Jira and Confluence