Senior Content Designer

Purpose & Overall Relevance for the Organisation:

You will work in the Consumer Experience team, enabling high-quality user experiences by crafting copy that meaningfully connects with our consumers and guides them through each step of their journey. You will work with our team of UX researchers, designers, developers, and the broader business at each stage of design, bringing ideas to life from drafts through prototypes to the final copy.

In addition, you have a strong affinity for UX copywriting, supporting different projects and the business in writing consumer-centric and functional copy.

You will lead projects from a UX writing standpoint, advocating for the end-user while ensuring the business requirements are met.

A key part of this role is you will design and deliver end-to-end conversational experiences, crafting intuitive consumer flows within chat environments. Translating user needs into seamless, effective conversational journeys and continuously refining these flows to enhance the overall user experience.

We are looking for someone with a passion for conversational technologies (including voice and chat interfaces) who is focused on delivering impactful, consumer-centred outcomes.

Key Responsibilities:

• Integrate a consumer-centric view for writing and voice along the experience. Work with or request consumer insights and data to create, optimize and innovate on a constant and premium experience across the digital ecosystem, focusing on our website.
• Create experience concepts based on your expert reviews, e-commerce trends, or project needs, which can be backed up by data from various validations (UX Research or A/B testing) and analytics sources.
• Deliver these concepts through microcopy for functional interaction, writing for orientation, hierarchy, and clarity in information architecture, wireframes, and interface designs.
• Shaping brand voice across user journeys and flows and documenting these in copy guidelines
• Collaborate and consult stakeholders to share best practices and implement User-Centered Thinking and Writing. Suggest respective digital experience solutions and optimisations.
• Define and continuously refine conversational flows that guide users to resolution quickly, with clarity and minimal friction. Ensure interactions are intuitive, context-aware, and aligned to user intent.
• Map and connect copy across key journeys (From our post-sales and customer service experience), ensuring consistency, clarity, and a seamless experience across touchpoints and markets.
• Define and contribute to testing strategies (e.g. A/B test), and continuously optimise copy based on performance metrics (e.g. containment, task completion & NPS impact).
• Ensure that all copy reduces ambiguity, sets expectations clearly, and guides users with confidence / reassurance - especially around topics such as „Where is my order“ and „Where is my money/refund“
• Share best practices with the team and wider content designers

Knowledge, Skills and Abilities:

• 8+ years of commercial experience as a UX copywriter
• University degree in the field of Communications or equivalent: Fluent English both verbally and written
• Experience in digital and/ or eCommerce environment working in close connection to Designers, Developers, Product Owners and Translators.
• A strong portfolio demonstrating your attention to detail, problem-solving skills and editorial eye.
• Good communication skills, comfortable presenting complex topics to stakeholders at various organizational levels both in person and remotely
• Comfortable working with enterprise-level platforms and technologies and working in an agile/SCRUM mode
• Creative and energetic team player who has a passion for user-centered writing and design

What does success look like:

• Success in this role is measured by improved clarity, reduced friction, and measurable impact on containment, task completion, and consumer satisfaction (NPS).