Customer Impact Communications Specialist

Summary

Job Description

Required Skills / Experience

• Experience: 3-5 years in communications or technical writing, product enablement / marketing, or related fields within enterprise software; P&C insurance or enterprise SaaS experience preferred.

• Communication and Adaptability: exhibit excellent verbal, written, and presentation skills. Has the ability to multitask and quickly adapt to a changing environment.

• Prioritization: Able to balance multiple intake requests, ensure urgency is understood and managed, and appropriately “connect the dots” for customer communication on similar activities.

• Strategic Stakeholder Collaboration: Influence alignment among cross‑functional leaders; translate needs into effective communications deliverables for internal and customer audiences with differing levels of technical expertise.

• Business acumen and P&C industry knowledge: contextualize by domain to ensure strategic relevance and practical adoption.

• Integrity, Rationality, & Collegiality: operate within the Guidewire values; integrity by building truthful relationships, rationality by making evidence-based decisions, and collegiality by working as a professional equal among your peers.

• Tools proficiency: Google Workspace; LMS and survey/analytics; authoring platforms; virtual delivery tools; AI tools, project tracking (e.g., Monday.com).

• Guidewire Knowledgeable: Stays current with technical knowledge and the full-service catalog for delivery services and Guidewire capabilities.

Key Responsibilities

• In conjunction with the CIC Manager, continuously build and refine the customer impact communications strategy, including tools, processes, reports, and metrics.

• Supports the communication intake process, with initial triage, review, and assignments. Conduct the Impact Assessment for assigned communications, ensuring documentation and understanding of the change, the impact to internal and customer teams, key message points, and urgency of distribution.

• Develops and delivers communication regarding highly confidential security communications, in partnership with InfoSec, Legal, and Corporate Marketing teams.

• Finalizes content for customer messaging (i.e., the last mile) in the form of presentations, technical bulletins, FAQ documentation, etc. Ensures appropriate review cycles and sign-off prior to customer distribution.

• Manages the customer acknowledgement tracking of key “critical communications” requiring customer action.

• Supports internal enablement activities alongside Guidewire teams, including Field Enablement, Customer Success, Professional Services, Product, Security, Legal, etc.

• Partners with the Readiness organization to ensure appropriate communication and enablement is incorporated into Partner communications.

• Supports building and managing the Customer calendar and internal Communications intranet sites, allowing Guidewire team members to stay updated on distributed / pending communications, status, and upcoming events.

• Supports leadership dialogues around issues with intent, decision framework, or customer impact clarity.

• Gathers communication feedback and manages the reporting processes, including dashboard reporting, NPS / Customer feedback reporting, and time to complete.

Key Performance Indicators (KPIs)

• Stakeholder Satisfaction: Internal and external satisfaction with communications delivery and input.

• Email Marketing Best Practice: Click-to-open rate at or above identified standards.

• Efficiency: Maintain Service Level Agreement timeframes for responding to requests for communication.

Disability Accommodations and Guidewire’s Appeals Process. Guidewire provides accommodations to the hiring process to create a fair opportunity for candidates with disabilities to contend for open positions. Accommodation requests should be directed to Accommodations@guidewire.com. If things do not go as hoped, we invite you to use our appeals process. Guidewire promises to independently review any denied accommodation and any decision not to offer you the position. The appeals process is the same in either case. Within five business days of receiving a notice of denial of an accommodation, or receiving a notice of your non-selection for a vacancy, e-mail Accommodations@guidewire.com to make an appeal. Guidewire will assign a new decision-maker to review the request and/or hiring decision, who will then notify you in writing of a decision within 10 business days.

About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 540+ insurers in 40 countries, from new ventures to the largest and most complex in the world, run on Guidewire.

As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record with 1600+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our Marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit www.guidewire.com and follow us on Twitter: @Guidewire_PandC.

Guidewire Software, Inc. is proud to be an equal opportunity and affirmative action employer. We are committed to an inclusive workplace, and believe that a diversity of perspectives, abilities, and cultures is a key to our success. Qualified applicants will receive consideration without regard to race, color, ancestry, religion, sex, national origin, citizenship, marital status, age, sexual orientation, gender identity, gender expression, veteran status, or disability. All offers are contingent upon passing a criminal history and other background checks where it's applicable to the position.