Digital Copywriter

Digital Content Writer

We are looking for a Digital Content Writer to join a Customer Experience team. This role focuses on taking complex policies, procedures, and technical information and turning it into clear, easy-to-understand content for customers across websites, mobile apps, customer service platforms, and GenAI applications.

This is not a blog, social media, or traditional marketing writing role. Candidates must have experience creating customer-facing, transactional, policy, or knowledge-based content.

What You'll Do:

• Write and edit clear, customer-facing digital content
• Simplify complex policies and technical information for customers
• Create content for websites, mobile apps, GenAI applications, and customer service platforms
• Write instructions, error messages, terms and conditions, product information, alerts, and other functional content
• Create and maintain content in Microsoft Dynamics Knowledge Management and other CMS platforms
• Work with HTML, CSS, and JSON fragments
• Partner with IT, business, and Customer Experience teams
• Maintain consistent messaging and terminology across digital channels
• Follow digital writing best practices, including accessibility, SEO, and AP Style

Required Qualifications:

• 3+ years of digital content writing/editing experience
• Bachelor's degree in Journalism, Communications, English, Arts, or related field, or equivalent experience
• Strong customer-facing content writing experience
• Experience creating customer-facing content for GenAI applications
• Experience with Microsoft Dynamics Knowledge Management
• Ability to turn complex or policy-heavy information into simple, customer-friendly language
• Experience with CMS platforms
• Working knowledge of HTML, CSS, and/or JSON
• Strong communication and collaboration skills

Nice to Have:

• Airline or travel industry experience
• TeamSite or similar CMS experience
• Copywriting or content design experience
• Digital project management experience

Portfolio Requirement:

Candidates must provide writing samples showing their ability to take complex or policy-heavy information and turn it into clear, customer-facing content for a high-volume business environment.

Examples can include policies, FAQs, knowledge articles, instructions, terms and conditions, or transactional website/app content.

Blogs, social media posts, and general marketing/media writing will not be considered.

Position Details:

• 1-year contract with potential for extension
• 5 days onsite
• Two virtual interview rounds
• Some weekend or evening on-call work may be required for urgent customer alerts