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Content Designer/Content Specialist

Toronto, Ontario · Art/Media/Design

We’re looking for a Content Designer/Content Specialist - Producer to join the team supporting Wireless and Connected Home initiatives.
  • You’ll work closely with members of Digital, User Experience, Marketing, Brand, Product Owners and other internal teams and stakeholders to create content experiences for our internal and external facing digital properties.
  • You are a natural storyteller who is passionate about the customer journey. You understand your audiences and their specific needs that allow you to craft content that supports frontline agents as well as smart, helpful, customer-friendly content that supports key measures: adoption, conversion, support, lead generation etc.

You will
o Write and edit helpful, customer-friendly support, engagement, and other relevant digital
content to drive customer service journeys on our digital properties
o Write simple, clear, concise, and delightful content to help drive business priorities for
different audience types (internal and external audiences)
o Familiar with UX writing principles and practice and content design to effectively guide
users when navigating their way around a digital product. Able to demonstrate
understanding of online user behavior principles, how crucial copy is in guiding users and
helping them complete their desired actions
o Make additional content-rich recommendations (video, images, infographics, interactive
content, etc.) to build visitor engagement and drive additional content effectiveness KPIs
o Understand the role of content design as part of a customer or frontline experience and use
it for effective engagement
o Create consistent content experiences across internal and external facing digital properties
(including consistency with brand guidelines (Rogers, Fido and Chatr)
o Attend briefs and present content recommendations to cross-functional partners
o Conduct regular frontline channel visits to further develop and maintain business expertise
and gather insights of various channel priorities to lend to best practices initiatives

Who you are
o A post-secondary degree in Journalism, English, Communications, Marketing or related field
o 5+ years of experience in digital copywriting, specifically focused on UX writing.
o Knowledge of user-centred design and user experience practices an asset
o Experience with creation of other digital content types would be an asset
o Stellar portfolio of written work across areas of UX writing, support and audience
engagement styles of content
o Solid understanding of the digital ecosystem
o Well versed in SEO (keyword research, best practices) and optimization experience
o Well versed in inclusive and accessible content
o Leverage data-driven decision making, particularly A/B testing content hypotheses to drive
business outcomes (increase conversion, improve search CTR, etc.)
o Self-motivated team player and relationship builder
o Highly creative, with ability to receive and assimilate feedback
o Thrives in an environment of constant change, unpredictability and ambiguity
o Good self-management, self-pacing, and organizational skills - can manage multiple requests concurrently
o Knowledge of web analytics tools (ie Adobe Analytics, Contentsquare, SiteCatalyst, Omniture, Google Analytics, WebTrends, etc.)
o Knowledge of CMS authoring tools (Contentful preferred)
o High attention to detail and understanding of editorial style


 
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