Content Strategist and Conversational Designer

16 hours ago

Old Toronto, Canada Scotiabank Full time
Senior Content Designer Job Description

We are seeking a highly skilled Senior Content Designer to join our Digital Assistance squad at Scotiabank.

About the Role

This is an exciting opportunity to work on a cross-functional team with conversational designers, AI and Machine Learning (AIML) experts, and business line SMEs to scale the impact of our digital assistance ecosystem. As a Senior Content Designer, you will be responsible for translating complex financial jargon into clear and concise copy, while maintaining attention to detail to ensure smooth integration into our content management system.

Main Responsibilities
  • In collaboration with the Content Lead, support the scaling of the Scotiabank chatbot into a new platform.
  • Work with designers, researchers, product owners, developers, and business lines to define requirements for net new conversational flows.
  • Participate in conversational design sessions and collaborate with product managers, designers, and AIML teams to write and test content.
  • Input conversational flows and FAQs into our content management system (Contentful) matching the cadence of the digital assistance sustainment cycle.
  • Incorporate insights from data and analytics into conversational design and FAQ writing.
  • Independently plan for upcoming deliverables.
  • Write in and advocate for plain language, transforming complex financial topics into easy-to-understand copy.
  • Manage French translation requirements when needed.
  • Lead sustainment efforts for the Help Centre, including taking accountability for cross-journey content audit of Help Centre FAQs.
  • Develop and deliver content according to the Scotiabank digital style guide, considering corporate brand, legal, and compliance standards.
Requirements
  • Experience in UX writing, conversational design, content strategy, or technical writing.
  • Strong interpersonal and relationship management skills.
  • Strong attention to detail and commitment to delivering high-quality work.
  • The ability to manage multiple projects at once and adapt to changing design requirements and priorities.
  • A natural curiosity for personal finance, or previous experience in banking and financial services.
  • Ability to work within style and brand guidelines with a desire to push existing standards to the next level.
  • An understanding of agile teams and how to collaborate with designers, developers, product owners, researchers, digital accessibility specialists, translation teams, and legal.
  • Comfortable working within tight timeframes and with a solution-seeking mindset within specific constraints.
  • Familiarity in content management systems (Contentful experience especially helpful), Figma, and an understanding of collaboration suites like Slack.
  • French proficiency and experience writing for AI-driven applications considered assets.
What We Offer
  • Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank.
  • Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
  • Competitive Rewards program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
  • Community Engagement - we offer opportunities for community engagement & belonging with our various programs.

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