The company is looking to enhance customer understanding, promote trust, and drive action through compelling and compliant customer communications across the customer lifecycle.
Requirements
- Experience writing for digital platforms (email, SMS, web)
- Familiarity with content management systems (CMS) and A/B testing
- Familiarity with tools such as Salesforce Marketing Cloud, WordPress, and Figma
- Understanding of accessibility best practices and inclusive language standards
- Experience with customer journey mapping or lifecycle marketing
Responsibilities
- Write, edit, and optimize customer-facing content across email, SMS, in-app messaging, web, direct mail, and letters
- Develop content strategies and messaging frameworks that reflect brand voice while adhering to regulatory standards
- Create and maintain templates for recurring messages such as payment reminders, disclosures, and account updates
- Uphold content governance standards and manage a scalable content library or CMS
- Monitor content performance and user feedback to enhance communication effectiveness
- Contribute content for all customer journey touchpoints, including acquisition, onboarding, engagement, and retention
- Translate complex financial topics into plain, helpful, and human language
Other
- Bachelor’s degree in Communications, Journalism, Marketing, or related field, preferred
- 3 - 5+ years of experience in customer communications, content marketing, or UX writing
- Strong writing/editing skills with attention to tone, clarity, and empathy
- Proven ability to work within brand and compliance guidelines
- Customer Focus: Demonstrates empathy and clarity in all communication touchpoints
- Collaboration: Works seamlessly with cross-functional teams, including Compliance and Customer Service
- Attention to Detail: Committed to accuracy, compliance, and quality in written communication
- Adaptability: Able to pivot and tailor messaging across platforms and audiences
- In-office work with possibility of remote work from a pre-approved location
