CX Messaging Architect

• Define and own the target architecture for outbound servicing communications, covering channels, platformdata flows, orchestration and governance.
• Design and maintain a single view of the customer contact experience across all outbound channels, ensuring messaging is coordinated, consistent and context aware.
• Partner with Service Architects, Technology, Data and Compliance to design new servicing related contact experiences that are proactive, relevant and value adding.
• Lead the implementation and configuration of messaging platforms and orchestration tools, ensuring robust integration with core systems (CRM, servicing platforms, analytics, consent and preference management).
• Develop and maintain contact policies and decisioning logic (who to contact, when, via which channel, with what message), aligned to business objectives and customer preferences.
• Monitor performance of outbound journeys and campaigns (engagement, conversion, digital adoption, self-service, contact avoidance, optouts) and drive continuous optimisation.
• Champion experimentation and test and learn (A/B, multivariate testing) on content, timing, sequencing and channel mix to improve engagement and reduce avoidable inbound demand.
• Ensure all messaging experiences comply with security, privacy, consent, spam and regulatory requirements, in partnership with Information Security, Legal and Compliance.
• Establish and maintain standards, templates and design patterns for servicing communications to ensure quality, clarity and consistency.
• Act as the primary point of contact for outbound messaging vendors and technology partners, managing roadmaps, issues and commercial considerations.
• Provide subject matter expertise and guidance to product teams and squads on how to best leverage outbound messaging to support journeys and reduce friction., * Increase in engagement with servicing related outbound messages (opens, clicks, completion of desired self-service actions).
• Reduction in avoidable inbound contact driven by improved, proactive and clear outbound messaging.
• Growth in digital / self-service adoption attributable to outbound journeys and nudges.
• Consistent, coherent contact experience across channels, evidenced by reduced customer complaints about messaging and clearer sequencing of communications.
• Robust compliance with security, privacy, consent and regulatory requirements, with low incident rates and successful audits.
• Improved unit economics of servicing communications

• Experience in marketing technology, communication platforms like Iterable, CRM, or customer engagement architecture, ideally in a large consumer or service led organisation.
• Strong understanding of messaging channels (email, SMS, WhatsApp and other OTT / push channels), their technical capabilities, constraints and best practice use cases.
• Demonstrated experience designing and implementing cross channel contact architectures or orchestrated communication journeys.
• Solid grasp of data flows, events, and decisioning required to drive context aware, automated messaging (e.g. triggers from servicing transactions, behavioural signals).
• Comfort working with technical teams on integration patterns, APIs and platform configuration, while also collaborating with CX and business teams on customer journeys and content.
• Familiarity with consent, preference management, privacy and anti-spam regulations relevant to outbound messaging.
• Analytical and experimentation mindset, with experience using data and testing to optimise engagement and reduce unnecessary contact.
• Strong stakeholder management and communication skills, able to bridge business, CX, technology and compliance perspectives.

As a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), we deliver innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life. We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.