Our colleague Corin hit the ground running as Head of Customer Engagement and Brand towards the end of last year. In this week’s blog, she reflects on a very busy six months as part of the Digital and Marketing team.
A whirlwind six months
I’ve been at Hastings Direct in the position of Head of Customer Engagement and Brand for just over six months. That time has been a real whirlwind, what with starting during a pandemic (I’ve never met my team in real life!) and in getting up to speed so we can deliver our ambitious plans.
Prior to joining Hastings Direct, I’d spent most of my career in marketing. I’d consider myself a marketing generalist as I’m lucky enough to have worked across most aspects of the customer lifecycle (from acquisition through to retention), across a number of industries (from retail to media) and in very different types of organisations (from start-ups to multinationals).
Joining a business with big ambitions and a supportive culture
When I joined Hastings Direct, I was drawn in by the company’s big ambitions to become the best and biggest digital insurer. By taking a role that is firmly embedded within the Digital and Marketing team, I could see that I’d be at the centre of the action. And I wasn’t wrong; there’s never a dull day! In Digital and Marketing we’re all focused on driving the business forward, whether it’s by improving the customer experience or trialling new ways to acquire customers and make them want to stay with us long term.
Hastings has a friendly and supportive culture which makes logging on for work each day a pleasure and has really helped me get up to speed during the pandemic. We’re a really hardworking and ambitious group of people who want to innovate in a space and deliver customer experiences that are best in class.
An exciting time for us
In my team, work has been underway to deliver a brand refresh, which you’ll see out in the wild via our new TV campaign. We’re working hard to ensure this new brand campaign lands well with customers and prospects alike, and that we can measure its impact on the business. We’re rolling out the new visual identity and an evolved tone of voice at the moment, which takes a huge amount of internal collaboration but will really offer a step change in the way our customers view us.
Outside of this we’re also looking at the whole of our communications ecosystem, from the platforms we use, to the emails we send. We’re responsible for policy documentation and marketing campaigns – meaning there’s a broad range of technical and creative people in the team. Our priority is to ensure that all touchpoints join up to offer a great experience to our customers, and one they can understand (because let’s face it, insurance can seem complicated!).
Growing the team
As we’ve got so much on, I’m growing the team. I’m currently looking for Senior Customer Engagement Manager. They’ll be responsible for looking after our policy documents, customer communications strategy and leveraging our platforms to get the most out of them. I’m also on the lookout for a Copy & Content Manager who will own our tone of voice and content plans to help us communicate with prospects and customers more effectively.
For anyone considering Hastings Direct as the next step in their career, I’d encourage them to go for it. It’s a great time to join as there are a huge number of exciting projects to get stuck into, as well as a great team of supportive and collaborative people to work with.
Join us: If you’re looking to be part of a team working together to support our customers, come join us!