ABOUT THE ROLE & PROJECTS

 

Pearson is the world’s learning company, with expertise in educational courseware and assessment, and a range of teaching and learning services powered by technology. 

Its products and services are used by millions of teachers and learners around the world every day. Its mission is to help people make progress in their lives through learning - because it believes that learning opens up opportunities, creating fulfilling careers and better lives.

 

There are more than 30,000 employees across 70 countries worldwide who share a simple set of values. In everything we do, we aspire to be brave, imaginative, decent, and accountable.

 

As the Digital Content Design and Communication Specialist my role is split between graphic design (60%) and communications (40%).

 

My role is to make Pearson customers’ lives easier and have a positive impact on their experience by giving them the information they need, when they need it. 

 

I am responsible for ensuring stakeholders are aware of our communications process and actively engage with all departments in Pearson Qualification Services (PQS) and Product Management, in order to have visibility and advance notice of customer communications.

 

I use our established brand voice and style guides to design infographics, banners, leaflets, posters, booklets, newsletter, presentation slides and interactive material. I work closely with stakeholders to plan and produce (digital and print) materials.

 

I design and create branded communications templates for newsletters and ad-hoc messages, and 
I am the brand champion for Customer Services, making sure they are always up to date with the branding guidelines.

 

I work closely with all teams in Pearson Qualifications Services (PQS) to ensure all communications are accurate and appropriate for the customer; review messages for Tone of Voice and advice on the best communication method, utilising my proven experience in proofing and content editing documents for both internal and external audiences.

 

I ensure that the appropriate sign off process is followed, and all messages are sent within Service Level Agreement (SLA), and support on the delivery of internal communications to the Customer Services division, to ensure teams are kept up to date with business changes/updates, and front-line colleagues have all the necessary information to deal with customer’s queries.

 

I continually review new channels to interact with customers, advising the business on the most effective methods of communication and implementing as required.
 

I actively seek internal and external customer feedback on our communications. I will analyse feedback, create action plans and implement changes based on this. I analyse historical data in order to forecast the top issues for each month and monitor other noticeable trends.

 

I ensure communications are sent to the relevant audience at all times. I review post-communication reports and work towards continuously improving open rates. I review the content on the Pearson qualifications website and review content owned by other Customer Services Terms to ensure this is up to date.