Content Writer

This range is provided by Creative Circle. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$50.00/hr - CA$60.00/hr

Direct message the job poster from Creative Circle

Overview

Our FI client is looking for a Conversation Designer to join their team. This will be a 12+ month, full‑time engagement with 4 days per week onsite downtown.

Responsibilities

• Work on a multi‑year initiative to refresh and modernize the client's IVR strategy and capabilities.
• Define and document relevant client journeys.
• Refresh conversation design/voice channel standards and best practices.
• Create and implement a structured conversation framework for mapping, specifying, and documenting prompts and complex call flows (including error handling, clarifications, routing and transfers).
• Collaborate with Advice Centre Platforms colleagues to ensure that the conversation framework accommodates all relevant business and technical requirements.
• Use the conversation framework to implement call‑flow scripts in the IVR system.
• Create call‑flow scripts that enable and support the successful completion of identified, validated client journeys, fully aligned with brand guidelines.
• Assess the performance of in‑prod call‑flow scripts with colleagues and fine‑tune scripts (prompts, intents, flow logic) as needed.

Must Haves

• Expertise with Jira / Confluence, Mural, and potentially Figma.
• 5–6 years of experience creating content for enterprise voice platforms or experiences.
• Fluency in both Canadian English and French (conversational level).
• Strong presentation and communication skills for customer interactions.

Seniority Level

Not Applicable

Employment Type

Contract

Job Function

Writing / Editing

Industries

Financial Services