Communication Lifecycle Designer

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices across Europe and in Mauritius. Our purpose is to bring people solutions to life, enabling organisations of all sizes to turn Human Resources into a source of value for both the business and its people.

Our people solutions cover the entire employee journey - from getting people paid to attracting, rewarding and developing talent.

As a Communication Lifecycle Designer, you have the opportunity to build and shape a growing lifecycle engagement capability, bringing structure, innovation and scalable communication approaches to how SD Worx connects with customers across its digital ecosystem.

You will design scalable, customer-centric communication journeys that support customers throughout their digital lifecycle - from activation and adoption to ongoing engagement, retention and reactivation.

Working within the Engagement team, you will translate our Engagement strategy, customer segments and key customer moments into relevant, coordinated communication journeys. You will define the audiences, triggers, timing, channels and personalization logic needed to deliver the right communication at the right moment, connecting in-platform and off-platform touchpoints into a seamless customer experience.

A key part of your role will be to move beyond individual campaigns and communication requests towards a structured and scalable lifecycle communication approach. You will create reusable journey blueprints, standards and playbooks that support the rollout, adoption and continued usage of priority digital capabilities and transversal assets across markets.

Working closely with Marketing, CRM, Digital Experience, Product, Data and local market teams, you will ensure that lifecycle communication journeys are customer-centric, measurable, implementation-ready and scalable across SD Worx.

• Translate the agreed Engagement strategy and customer lifecycle framework into actionable communication journeys covering activation, adoption, engagement, retention and reactivation.

• Identify key customer moments, value opportunities and progression points that encourage customers to discover, understand, adopt and continuously use our digital services.

• Design end-to-end, cross-channel communication blueprints for priority use cases, including feature awareness, activation support, adoption follow-up, ongoing engagement and inactive-user reactivation.

• Define how in-platform and off-platform communications work together to create coherent customer experiences.

• Translate customer segments, lifecycle stages and behavioral insights into actionable communication audiences.

• Define the triggers, timing, channels and personalization requirements for priority lifecycle journeys.

• Establish clear communication rules and decision logic that can be consistently implemented across journeys and markets.

• Translate lifecycle journey designs into clear business requirements for communication tooling, including audience, trigger, channel, personalization, orchestration and measurement needs.

• Work closely with CRM, Marketing, Digital Experience, Product and technical teams to ensure the required capabilities are available to support the designed customer experiences.

• Support the rollout of priority digital capabilities and transversal assets by defining the communication journeys needed to drive awareness, adoption and continued usage.

• Develop reusable standards, templates and playbooks that enable markets and project teams to implement proven lifecycle communication approaches.

• Define relevant KPIs to measure the effectiveness of lifecycle communication journeys and their contribution to customer activation, adoption and engagement.

• Establish testing principles and communication hypotheses to continuously improve customer outcomes.

• Analyze performance data and recommend improvements to audiences, timing, triggers, channel mix, personalization and journey logic.

• Follow up on implementation and results to ensure communication journeys deliver their intended impact.

• At least five years of relevant experience in lifecycle communications, CRM, digital engagement, marketing automation, growth marketing or customer communications.

• Demonstrable experience designing customer lifecycle journeys, audience segmentation, trigger-based communications and personalization approaches.

• Experience translating communication journey requirements into business requirements for CRM or marketing automation tools.

• A data-driven mindset, with experience using performance metrics, testing and experimentation to optimize customer engagement and adoption.

• Experience working with central and local teams in a multi-market digital environment.

• Strong customer-centric and behavioral thinking, with the ability to connect communication activities to customer needs, digital adoption and engagement outcomes.

• The ability to translate strategic direction into practical frameworks, communication logic and reusable journey blueprints.

• Strong stakeholder management and communication skills, enabling you to collaborate effectively across Marketing, CRM, Product, Digital Experience, Data and local market teams.

• A strong digital product mindset and an understanding of how communications, in-platform experiences and customer behavior work together to drive adoption and continued usage.

• A structured, proactive and collaborative approach, with the ability to balance global consistency with local market needs.

• Fluent communication skills in English. Spanish or another European language is a plus.

Flexible working: Flexible working hours and hybrid working options.

Learning & development: Access to professional training and an individual development plan.

Career growth: Whether you want to deepen your expertise or broaden your career, there is room to grow within SD Worx.

Collaborative culture: From many locations, we work as one - moving from better to best together.

SD Worx values diversity and inclusion in the workplace. We welcome applications from all qualified candidates regardless of origin, nationality, gender, gender identity, sexual orientation, age, disability, religion, ethnic or social background, or stage of life.

All hiring decisions are made based on skills, experience and role-related qualifications.