Digital CX Writer

Permanent Full Time 

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Role description

Our Brand and Experience team is looking for a content writer who can create anything from blog articles to UX writing. You have a track-record and passion for creating content that supports an ideal end-to-end digital customer experience. 

The ideal candidate has experience working in the financial sector or related industry, creating content that takes complex financial issues and turns them into engaging content for the everyday Canadian. 

The role requires the ability to switch between writing content to help users complete tasks on our flagship website, CanadaLife.com, and writing educational content to help them better understand topics relating to financial, physical and mental wellbeing.

What you will do

• Create and edit copy based on a project’s goals, maintaining consistency of style and voice throughout.
• Think critically to determine what a piece of content should help the user achieve, whether that’s determining key messaging and call to action in a blog or developing UX copy to help them navigate through and solve a problem on our site. 
• Work alongside key partners to understand business, regulatory and corporate requirements, and balance those with user needs.
• Adhere to AODA and other accessibility standards.
• Recommend and influence copy usage within a UX and design-thinking context.
• Help distill complex financial/technical content and jargon into user-friendly content with a plain language approach.
• Participate in customer research and apply insights to design copy that serves and delights diverse audiences.
• Work with various internal teams to establish priorities and secure approvals.
• Collaborate with UX architects, designers, animators, strategists and researchers across different locations.
• Contribute to the development and maintenance of governance guidelines for digital copy.
• Educate cross-functional partners on the role of plain language writing and content strategy throughout the product development process. 

What you will bring

We’re looking for somebody who can: 

• Self-start – you’re unafraid to ask questions, get stuck into problem-solving, and organize meetings, reviews and sign-offs when needed.
• Juggle competing deadlines -you can manage competing deadlines and priorities at the same time and are comfortable with working in a fast-paced environment.  
• Build intuitive user journeys – you can ask the right questions and collaborate with SMEs, partners in UX, visual design, SEO and other disciplines to deliver to tight deadlines and high standards.
• Manage stakeholders – you’re curious about the various and sometimes contrasting needs of different stakeholders (customers, advisors, business teams, legal, compliance, marketing etc.) and how content can meet these different needs effectively.
• Grasp digital best practices - including accessibility requirements and have experience with AODA legislation. Ensuring that content is accessible is an organic part of your work.
• Embrace agile methodology — You understand the need for - and thrive on - working iteratively and collaboratively with subject matter experts and decision-makers to find the right balance between technically correct and user-friendly.
• Work collaboratively — You also know what it takes to support multiple remote and co-located delivery teams with crisp, consistent and user-friendly copy.
• Work to brief – taking into consideration brand and tone of voice guidelines. You understand the importance of plain language and writing content that’s clear, concise, compliant and to-the-point.

Key Skills

• 2-3 years of experience in UX writing, content design, or related field in digital
• Excellent writing skills with an emphasis on digital writing
• Strong facilitation and negotiation skills
• Ability to interpret various stakeholder and user needs and translate them into compelling online copy
• Strong understanding of accessibility standards
• A strong listener and influencer
• Curiosity and commitment to testing new ideas and innovating to drive business results
• Self-motivated, organized and able to multitask and prioritize jobs to meet deadlines
• Experience navigating compliance and market conduct concerns
• Experience working with content management systems (especially Adobe Experience Manager), including analytics tools an asset

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: London and Toronto

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The base salary for this position is between $55,700 - $97,700 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

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