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.

You will own and shape end-to-end consumer experiences through deep Content Design expertise, broader Experience Design capability and effective use of AI. You will turn complex consumer and business problems into simple, intuitive experiences and ensure they perform after launch. 

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, including native apps, web, CRM and cross-touchpoint experiences.
• Own UX writing across end-to-end consumer journeys, from early discovery and concept development through prototyping, validation, delivery and iteration.
• Define clear, trustworthy and motivating UX copy for complex consumer journeys, including product launches, participation mechanics, eligibility, access, status and post-participation experiences.
• Use qualitative and quantitative research, experimentation, analytics and consumer feedback to validate and iterate content decisions.
• Partner with localization and market teams to ensure UX copy is scalable, culturally appropriate and effective across global markets.
• 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 optimizations.

What you will do:

• Own initiatives end to end, from problem definition through launch and optimisation.
• Shape journeys, information architecture, flows and interactions — not only copy.
• Use deep Content Design expertise to simplify complexity and influence product direction.
• Wireframe and prototype solutions to communicate, test and iterate quickly.
• Partner with Product, Design, Research, Engineering, Markets and Analytics as a peer in the team.
• Use research, behavioural data and experimentation to make decisions and measure impact.
• Design scalable content systems: prompts, patterns, guardrails, evaluation criteria and quality standards, enabling teams without creating an approval bottleneck.

What we are looking for:

• Deep expertise in Content Design / UX Writing.
• Strong capability in information architecture and end-to-end journey design.
• Working capability in interaction design, wireframing and prototyping.
• Confident using research, experimentation and behavioural data.
• Advanced practical use of AI, including prompts, model behaviour and evaluation.
• Systems thinker comfortable owning ambiguous problems rather than waiting for a content brief.
• Able to influence senior Product, Design, Market and Engineering partners and steer ideas to execution with many workstreams. 

Key Relationships

• Global Digital Consumer Engagement Team 
• Global Digital Consumer Experience Team 
• Membership team 
• Digital Operations & Planning team 
• Agile Product teams 
• Brand Design teams 
• Digital Analytics teams 
• CRM
• Membership
• Brand / Creative teams
• Legal & Accessibility partners
• Localization / Translation agencies
• Market teams

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, and 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
  
  Please Note: You are required to apply with your CV and a Portfolio/Sample or any way to see your work showcasing relevant UX writing/content design work and experiments.