Key Responsibilities:

• Design and deliver user-centred digital content that meets customer needs and supports business outcomes across key service touchpoints such as web and email.
• Apply best practices in content strategy and content design to ensure a cohesive and effective customer experience.
• Take ownership of content workflows—from discovery and stakeholder alignment through to implementation, testing, and continuous improvement.
• Use AI tools, data insights, and customer feedback to inform and optimise content design, structure, and delivery.
• Collaborate with product, design, SEO, and CX teams to create content that enhances digital journeys and improves discoverability through organic search.

What you'll bring: 

• Expertise: Bring your proficiency in content (strategy, planning, structure, information architecture, hierarchy, copywriting, and execution), technical skills, and a customer-first mindset.
• Strategic thinking: Identify and focus on areas with the highest value to deliver against our long-term strategy of transforming our channels into a highly engaging self-service digital ecosystem.
• Data-driven approach: Utilise data insights, testing, experimentation and an iterative approach to continuously improve content & comms efficacy.
• Collaboration: Supportive team player. Work closely with stakeholders on key projects providing strategic input and recommendations and advocating on best practice comms and content design across the wider organisation.
• Experience: Ideally 5+ years’ experience in digital content and communication, content strategy and content design. You should be comfortable using data and analytics to inform content decisions, familiar with AI tools that support content creation and optimisation and understand how content contributes to organic search and discoverability.

Our ideal candidate:

• University degree: Marketing, Communications, or Technology discipline, preferable but not essential.
• Demonstrated results optimising digital channels for the customer experience including, content and comms strategy, design, development and testing.
• Hands-on experience with email marketing/automation and website content design and creation.
• Strong working knowledge of email HTML, proficiency in Content Management Systems or DXP, Adobe Dreamweaver and Photoshop and the ability to adapt to new systems and software
• Track record of communicating in simple and meaningful ways, with a focus on plain language writing and transformation.
• Ability to use analytics tools (for example, Google Analytics, Hotjar) for content creation, evaluation, and optimisation.
• Understanding of the application of Content Design and UI/UX design principles.
• Previous experience working within Agile methodologies is helpful, but not essential.