Roles & Responsibilities

• Map and analyze customer journeys to uncover and address pain points and user needs.
• Create and curate clear, engaging, and user-focused content.
• Partner with stakeholders and team members to ensure content is evidence-based, user-centered, and continually optimized.
• Participate in user research activities and contribute to cross-functional agile teams.
• Translate insights from subject matter experts into compelling and accessible content.
• Ensure all content complies with legal, regulatory, and governance standards.
• Proofread and subedit content, providing a high-quality second review.

Required Skills

• Minimum 6 years of experience writing and designing content for web and/or mobile platforms.
• Proficient in creating, editing, and publishing content within Content Management Systems (CMS).
• Prior experience in the banking or financial services industry.
• Skilled in testing content, troubleshooting issues, and collaborating on fixes during releases.
• Able to work with design files and collaborate using tools like Figma, Sketch, or similar platforms.
• Strong understanding of customer journey mapping, with a focus on identifying user needs and pain points.
• Experience working in cross-functional teams with designers and developers (onshore and offshore) to optimize content delivery.
• Deep understanding of content governance and compliance, with the confidence to challenge when best practices aren't followed.
• Knowledge of Web Content Accessibility Guidelines (WCAG) and experience creating accessible content.

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