As a UX Writer with customer experience focus, you’ll work with our ops and sales team to help improve the quality and performance of their customer communications. You will be supported by a content design lead who will guide you as needed and give you explicit opportunities for bettering your craft and learning the skills you need to work effectively.
Your role includes the following:
- Audit existing content and communication ecosystem to identify inconsistencies, gaps and opportunities for improvement
- Help develop and maintain a consistent tone of voice, brand and product language across all customer service touchpoints
- Write, test and iterate content for both tactical and "always on" campaigns
- Work with country-specific teams to manage the localisation and translation of the content
- Develop a roadmap for migrating from “legacy” content to new content
- Help map out existing comms for a holistic overview to better understand and plan comms going forward
- Develop documentation and guidance such as a glossary of product terminology including country-specific versions for ops agents to use
- Collaborate with content design team on Guild initiatives
What types of content can you expect to work on?
- Email templates
- Contact forms
- Research and feedback surveys
- Chatbot design
- Customer Service scripts
- Troubleshooting and FAQ content
- At least 4 years as a content designer, UX writer or CX specialist
Experience working in a product organisation / working with product teams in agile methodologies
A qualification in a relevant field such as media studies, copywriting, linguistics, UX design/research or psychology. Qualifications aren’t a dealbreaker if your experience speaks for itself!
Native-level English language skills. What does this mean? It means that you have spoken English for most of your life, that you currently speak English on a daily basis socially and professionally, and consume English language media. Most importantly, it means that you have been working in English, on English language products for most of your career. It does not mean that you need to have English as a mother-tongue or come from a Western, English-speaking country
A passion for user-centric design, inclusivity and accessibility
Experienced in creating copy that resonates with a diverse audience
Core skills
Content testing: you have some experience with designing and conducting both qualitative and quantitative user tests
Stakeholder management: you are confident in presenting your work and explaining your choices to the people who work with you
Content writing: you are able to craft text thoughtfully, present options, and amend your solutions based on feedback
User experience: you are able to identify relationships between content choices and how people think, feel and behave
Strategic thinking: you are able to make writing and design choices that connect to the task’s outcome
Why you’ll enjoy working at the Instapro Group
You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.
We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find the space to be your best self.
These are the benefits you'll enjoy:
Highly competitive salary package
Hybrid work environment
Eligibility to receive stock appreciation rights
Generous hybrid allowance
Pension scheme
Mental health support via OpenUp
Training support
Travel allowance depending on location
Relocation budget & visa support if moving to the Netherlands
Regular team events
On-site fitness studio
These are the values that guide everything we do:
- We put integrity first. We are authentic, transparent and respectful.
- We are all stewards. We are stewards of the company on behalf of all stakeholders.
- We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
- We never stop learning. We are open-minded and curious.
- We win together. We collaborate and earn trust with our colleagues.
- We are inclusive. We are committed to building a diverse and inclusive company.
Read our values in full here
Interested in applying? Submit your application below and we will get back to you.
