Digital Content Specialist

Job Description

Come join my team! We're looking for a talented writer / content designer who's passionate about digital experiences to come and work with us for 12 months. You'll get to play an important part in an app that gets more than 14 million logins a day.

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Posted by: Claire Simon, Content Design Chapter Lead

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• You are passionate about simple, inclusive and accessible content.
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• We' are a Chapter of enthusiastic and collaborative wordsmiths.
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• Together we will craft content and strategies to enhance the digital customer experience.
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Do work that matters

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As a Digital Content Specialist, you'll help create simple, clear and accessible digital experiences that enable customers to achieve their goals with confidence. You'll use content design, UX writing and customer insight to shape customer-facing experiences across the CommBank app, NetBank, CEBA and other digital channels. You'll collaborate with cross-functional teams to solve customer problems, simplify complex information and improve digital journeys.

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See yourself in our team

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The Content Design Chapter reports into the Chapter Lead Content Design. and provides specialist content design capability across Digital. We help teams create clear, accessible and effective customer experiences by bringing together UX writing, content strategy, customer understanding, accessibility, governance and strategic influence. We partner with Product, Design, Research, Accessibility, Risk, Compliance, Legal and Brand teams to create customer-centred digital experiences.

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Our Chapter is also responsible for driving the creation and execution of our editorial voice and digital content strategy.

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On any given week you'll:

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• Edit and create meaningful content that helps customers complete tasks across our digital platforms.
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• Use style guides, checklists and resources to deliver our brand's tone of voice.
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• Manage and prioritise your projects from initial requirements to approvals.
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• Create and optimise customer-facing content for digital products and services.
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• Design clear UX copy, guidance, error messages, help content and conversational experiences.
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• Translate complex product, policy or regulatory information into simple customer-friendly language.
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• Use customer research, behavioural insights, analytics and feedback to inform content decisions.
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• Apply accessibility, inclusive design and plain language principles.
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• Partner with Product Owners, Designers, Researchers and stakeholders to solve customer problems.
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• Manage stakeholder feedback while maintaining content quality, consistency and tone of voice.
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• Support governance and content sign-off processes, including compliance and risk reviews.
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• Identify opportunities to improve customer journeys, reduce friction and increase customer confidence.
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• Contribute to content patterns, standards and best-practice guidance across Digital.
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We are interested to hear from people who have

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• Ability to uphold the highest editorial integrity with internal stakeholders as the editorial authority for our digital assets.
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• Experience writing high-quality content for digital products, mobile apps or websites.
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• Strong UX writing, content design or digital content strategy capability.
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• Excellent writing, editing and communication skills.
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• Experience working with cross-functional teams in Agile environments.
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• A strong understanding of accessibility, inclusive design and plain language principles.
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• The ability to influence stakeholders and confidently explain content recommendations.
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• Experience using customer research, analytics and insights to guide decision-making.
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• Strong organisational skills and the ability to manage multiple priorities and deadlines.
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• Familiarity with content governance, review and approval processes.
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Success in this role looks like

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• Clear, customer-centred content that improves understanding and reduces effort.
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• Accessible and inclusive experiences aligned with digital content standards.
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• Strong collaboration with Product, Design, Risk, Compliance, Legal and Brand teams.
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• Well-managed content reviews and governance processes.
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• Positive influence on customer outcomes and digital experience quality.
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• Ongoing contribution to chapter capability, content standards and continuous improvement.
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