Designing a governance structure for communications

To design an oversight model and sign off process to reflect revised accountabilities within Prudential.

Following a restructure within Prudential, Customer Office took on accountability for oversight of all customer communications within Customer Savings and Investments.

Review existing sign off processes and governance used within Marketing in Customer Office.
Research to understand how sign off and governance of communications is managed by different business areas within Prudential and by their strategic delivery partner, Diligenta.

Identify existing best practices within Prudential and Diligenta.
Map how the existing process works, liaising with key stakeholders to understand how each business area fits within the process.
Set up interim process to gather data about the types of communications being produced and the level of review these are subject to.
Identify gaps and overlaps.
Propose new oversight model and sign off process following review of existing processes.
Share this process with senior stakeholders including Head of Brand, Heads of Product, Head of Compliance, Head of Legal to identify any potential issues and to achieve their buy in.
Communicate change to impacted areas across the business.
Roll out presentations on revised process to key business areas, holding Q&A sessions to resolve any queries.
Set up regular liaison meetings with key business areas to ensure ongoing communication and reporting on the customer communications development process, and to improve oversight of this process by Customer Office.

Clear accountabilities for each business area involved in the communications development process.
Increased awareness of Customer Office’s role in the communications development process.
Increased oversight by Customer Office of communications produced across the business.
Governance structure set up to ensure communications are subject to the right level of sign off across the business.