Customer Communication Project Manager

About the role

Join Luminor as a Customer Communication Project Manager and shape how the bank interacts with its customers across the Baltics. You will be the central hub linking legal, product, compliance and marketing teams to deliver clear, customer‑friendly communication that meets business goals and regulatory standards.

Key responsibilities

• Lead end‑to‑end customer communication projects from planning through delivery and follow‑up.
• Coordinate legal, service, regulatory and commercial messages across multiple customer journeys.
• Translate complex business, product and regulatory topics into simple, customer‑focused content.
• Create, edit and improve English and Estonian customer‑facing content, managing localisation for the Baltic region.
• Manage communication across digital channels such as email, mobile app, website and push notifications.
• Collaborate with Product, Legal, Compliance, Marketing, CX, UX and other stakeholders to ensure high‑quality communication.
• Maintain consistency in tone of voice, content quality and standards across all touchpoints.
• Monitor performance, gather customer feedback and continuously improve communication effectiveness.
• Identify opportunities to use AI and automation for content creation, localisation and communication management.

Required profile

• Minimum 3 years of experience in customer communication, digital communication, content management or project management.
• Proven track record of leading communication projects in a regulated environment.
• Ability to simplify complex topics and align messages with business and compliance requirements.
• Strong organisational skills and capacity to manage multiple parallel initiatives.

Required skills

What we offer

• Opportunity to influence the customer experience of a leading Baltic bank.
• Collaborative, fast‑paced environment that encourages curiosity and ownership.
• Access to innovative tools and AI technologies to enhance communication processes.