Description:
- You are passionate about creating digital content
- Our team is committed to providing the best digital experience for our customers
- Together we craft content enhancing our digital customer experience
Do work that matters:
CommSec is Commonwealth Bank’s market leading online share trading and investment lending business. Situated within our Business Bank (BB) business unit, it provides customers with access to domestic and international share trading accounts, investment lending, and exchange-traded options.
As a Digital Content Writer, you are responsible for delivering content solutions and optimisation.
You will write content for our key digital assets and experiences, focusing on strategic project delivery and asset optimisation. You will deliver within our agile framework, focused on quality, efficient delivery, continuous improvement and contribution to overall business KPI’s including customer retention, engagement, customer satisfaction and brand reputation.
You will play an important role in the execution of our customer content and engagement strategy and manage delivery of copy across the CommSec business, including but not limited to our website, mobile app and additionally supporting wider CommSec business units from time to time.
On any given day, you will:
- Manage content requirements for projects that touch our digital assets (commsec.com.au, our Mobile Apps, our knowledge and content experiences); identifying content needs, manage stakeholders, edit existing copy and create new content
- Collaborate with stakeholders and Digital counterparts to ensure CommBank speaks with one voice to our customers
- Work in partnership with Product Owners, UXD and key stakeholders to deliver a seamless and effective digital experience
- Manage stakeholder and compliance feedback while maintaining customer friendly copy that meets brand and tone of voice requirements
- Use analytics, research and customer feedback as a basis to deliver and optimise content
- Develop, maintain and enforce the CommSec content style guide
- Evaluate existing online copy, processes and customer feedback to identify opportunities to improve the user journey and reduce customer effort;
- Identification and awareness of risks and incidents impacting CommSec to respond to urgent copy requirements
- Lead CommSec Help & Support content experiences to help clients engage with our business and increase their knowledge
We’re interested in hearing from people who:
- Strong copywriting skills, specializing in writing digital content
- Strong stakeholder management and passion for our customers and delivering content that is relevant and engaging
- Experience writing and editing instructional copy eg. FAQs, forms, articles, product and marketing content
- Experience writing digital content for wireframes; strong written and verbal communication skills
- Experience with using web analytics and reporting systems to measure performance
- Experience working in an agile environment is desirable