Communication Experience Designer

About this Role

Lead the design of end-to-end borrower communication experiences within the MoneyThunder application—from acquisition and onboarding to repayment, retention, re-engagement, and advocacy.

This role owns the messaging architecture, tone of voice, and behavioral principles across the customer lifecycle. The position ensures all borrower-facing communications are empathetic, compliant, and aligned with brand standards, while supporting business objectives such as engagement, repayment performance, and long-term customer value.

As the guardian of messaging craft and consistency, this role partners closely with Campaign Marketing and cross-functional teams to safeguard messaging integrity across all touchpoints.

What will you do

• Design and optimize communication strategies across key lifecycle stages—from loan activation and repayment to re-engagement and advocacy—to improve repayment rates, reduce delinquency, and increase customer lifetime value.
• Develop, document, and maintain multi-channel communication frameworks (push notifications, LINE, SMS, in-app messages) tailored to borrower behavior and segmentation.
• Lead retention and collection-supportive initiatives in collaboration with portfolio, collection, product, and legal teams (e.g., due date reminders, win-back campaigns, retention programs), ensuring tone sensitivity and brand alignment in high-risk contexts.
• Contribute to new campaign initiatives designed to support repayment performance, including ideation, messaging framework development, behavioral framing, and execution planning.
• Design and craft clear, empathetic, and persuasive messaging that integrates behavioral principles and aligns with brand voice, regulatory requirements, and risk guidelines.
• Identify and proactively address messaging or tone considerations that may impact brand perception, particularly in sensitive communications.
• Establish messaging guidelines and documentation to ensure consistency and scalability across campaigns and lifecycle touchpoints.
• Use customer data and performance metrics to continuously improve communication effectiveness and journey design, including structured testing and experimentation where appropriate.
• Provide content support for acquisition campaigns when needed (e.g., social media posts, ads, promotional messaging) to ensure lifecycle and narrative consistency.

Who we are looking for

• Bachelors degree in Communications, Marketing, Arts, Languages, or related fields.
• 1+ year of experience in marketing communication, content strategy, campaign messaging, or customer journey design (fintech or financial services experience is a plus).
• Strong writing skills in Thai with the ability to craft clear, persuasive, and empathetic messages, especially in sensitive contexts such as repayment and collections.
• Comfortable using English for work communication and reviewing materials.
• High attention to detail and careful mindset, ensuring accuracy, compliance, and consistency across all touchpoints.
• Strong ownership and confidence in defending ideas with logic and data, while collaborating effectively with cross-functional teams.
• Resilient, adaptable, and comfortable handling performance pressure and last-minute changes.
• Familiarity with multi-channel communication tools or CRM/marketing automation platforms is an advantage.
• Data-driven mindset with the ability to translate insights into improved content and journey performance.