Associate Business Consultant, Customer Communications

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk Solutions at the link below, risk.lexisnexis.com

About our Team:

The Customer Communications Center of Excellence drives internal and external customer communications and engagement for customer-impacting initiatives related to product enhancements, security, network, data, and regulatory change events. The team serves as project managers, consultative partners, thought leaders and strategists for operational (non-Marketing) communications and outreach. The team supports customer engagement and communication as a shared service within the larger organization.

About the Role

This role is responsible for leading complex communication and change initiatives while managing multiple projects and stakeholder groups across a matrixed organization. You will develop and deliver strategic, AI-enabled communication programs, ensuring messaging is effective, compliant, customer-focused, and aligned with organizational objectives. The position combines project management, communications expertise, governance, and stakeholder influence to drive successful adoption of change initiatives.

Responsibilities

• Manage multiple concurrent communication projects as standalone initiatives or workstreams within larger programs, ensuring project deliverables and assets are completed using project management best practices.
• Coordinate and facilitate project meetings and negotiate resource needs with staffing managers while tracking project effort through project management tools.
• Plan and deliver multifaceted communications for change events, tailoring strategies to different stakeholder audiences and optimizing channels and timing.
• Orchestrate AI-enabled, multi-channel customer communications by designing and overseeing customer journeys across multiple touchpoints.
• Collaborate with cross-functional teams to ensure communication consistency and represent the Communications Center of Excellence perspective on project teams.
• Develop communication assets for a range of audiences and channels while ensuring appropriate stakeholder review and refinement of messaging.
• Enforce communication governance standards and ensure content complies with quality, compliance, and data privacy requirements.
• Leverage data, sentiment scoring, readiness indicators, and AI governance frameworks to improve communication effectiveness, stakeholder adoption, and decision-making.

Requirements

• Equivalent professional experience or relevant education and experience.
• Experience in project or program management, including execution of complex initiatives.
• Strong project and portfolio management capabilities, including scheduling, risk management, dependency management, scenario planning, and use of AI-generated insights.
• Proficiency with project management tools and Microsoft Office applications; AdaptiveWork experience preferred.
• Lean Six Sigma (Green or Black Belt) and/or PMI certification preferred.
• Experience presenting to executive audiences and influencing stakeholders across a highly matrixed organization.
• Exceptional communication, stakeholder management, negotiation, and interpersonal skills.
• Experience applying AI and automation tools to communications, content, or project management workflows, including prompt development and quality review of AI outputs.

Learn more about the LexisNexis Risk team and how we work here