UX Writer

Permanent Full Time

At [REDACTED], content is a critical part of the customer experience. We're looking for a UX Writer who is passionate about creating and optimizing content that helps people navigate complex financial, health and insurance decisions with confidence.

This role goes beyond writing. You'll apply human-centred design principles, content strategy and design thinking to shape end-to-end digital experiences across websites, applications and authenticated experiences. You'll work as part of cross-functional teams to ensure content is integrated into every stage of the product development process—from discovery and research through design, testing and delivery.

The ideal candidate combines exceptional writing and content design skills with the ability to influence stakeholders, manage competing priorities and advocate for customer needs. You know how to translate complex information into simple, accessible and actionable content while balancing user needs, business objectives, legal requirements and regulatory considerations.

What you'll do

Design content that improves the customer experience

• Create clear, concise and accessible content for websites, apps, tools, forms and end-to-end service experiences.
• Design content that supports customer goals and helps users successfully complete tasks.
• Apply plain language principles to simplify complex financial, insurance and health-related concepts.
• Develop and maintain consistent voice, tone and messaging across digital experiences.
• Create content that is optimized for digital environments and supports customer decision-making.

Apply content design and design thinking principles

• Participate in discovery sessions, journey mapping exercises, workshops and design sprints.
• Use design thinking methodologies to identify customer needs, pain points and content opportunities.
• Explore, prototype and iterate on content solutions based on research, testing and stakeholder feedback.
• Advocate for content as a critical component of the overall user experience.
• Recommend content approaches that improve usability, comprehension and task completion.

Shape user journeys and information architecture

• Map and evaluate end-to-end customer journeys to identify gaps, friction points and opportunities.
• Develop content structures and information hierarchies that help users find and understand information quickly.
• Partner with UX designers and researchers to create intuitive navigation, page structures and content models.
• Ensure content works cohesively across channels and touchpoints throughout the customer journey.
• Reduce cognitive load through thoughtful organization, prioritization and presentation of information.

Leverage research and insights

• Participate in customer research and usability testing activities.
• Apply qualitative and quantitative insights to inform content decisions.
• Validate content approaches through testing and iteration.
• Use customer feedback, behavioural insights and analytics to continuously improve experiences.
• Champion evidence-based decision-making and customer-centred design.

Influence and manage stakeholders

• Build trusted relationships with business partners, product teams, marketing, legal, compliance and subject matter experts.
• Understand and balance the often competing needs of customers, advisors, business teams and regulatory stakeholders.
• Facilitate conversations that help teams align on content direction and customer experience goals.
• Present content recommendations with confidence and clear rationale.
• Influence decisions without direct authority and successfully navigate competing priorities.
• Secure stakeholder buy-in and approvals while advocating for best practices in content design.

Collaborate across disciplines

• Work closely with UX architects, designers, researchers, strategists, developers and product managers.
• Contribute content expertise throughout the product development lifecycle.
• Collaborate iteratively with subject matter experts and decision-makers to find the right balance between technical accuracy and customer understanding.
• Educate partners on the value of content strategy, plain language and content design as part of creating exceptional customer experiences.

Champion accessibility and governance

• Ensure content meets accessibility requirements and supports inclusive experiences for all users.
• Contribute to content standards, governance frameworks and design system guidelines.
• Promote best practices for plain language, digital writing and accessibility across teams.
• Support continuous improvement of [REDACTED]'s content design practice and capabilities.

What you'll bring

• 3–5+ years of experience in UX writing, content design, content strategy or a related digital content discipline.

• Experience designing content for digital products, services or customer experiences.

• Experience working within agile, product or cross-functional delivery teams.

• Portfolio demonstrating content design thinking, problem solving and measurable impact on customer outcomes.

• Exceptional writing, editing and content design skills with a strong digital-first mindset.

• Deep understanding of human-centred design and content design methodologies.

• Experience creating user flows, journey maps, content models, information architectures and content frameworks.

• Strong ability to simplify complex information and translate technical concepts into plain language content.

• Experience developing content that supports both user needs and business objectives.

• Experience applying customer research and usability testing insights to content decisions.

• Ability to identify customer needs and translate findings into meaningful content improvements.

• Curiosity, experimentation and a commitment to testing new ideas and approaches.

• Strong problem-solving skills and comfort working through ambiguity.

• Exceptional facilitation, communication and negotiation skills.

• Proven ability to influence stakeholders and guide content decisions across complex organizations.

• Experience balancing customer, business, legal, compliance and marketing requirements.

• Strong relationship-building skills and the ability to work effectively with diverse stakeholder groups.

• A collaborative mindset combined with the confidence to advocate for the customer experience.

• Strong understanding of accessibility standards and inclusive design principles.

• Experience working within content management systems, particularly Adobe Experience Manager, considered an asset.

• Experience using analytics and performance data to inform content recommendations is an asset.

• Experience working within regulated industries such as financial services, insurance or healthcare is an asset.

The base salary for this position is between $59,800 - $109,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with [REDACTED]

We're united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We're looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We're committed to supporting our employees through every stage of their career. Here's what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about [REDACTED].

We're committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [REDACTED]. All information provided will be handled in accordance with applicable laws and [REDACTED] policies.

*[REDACTED] would like to thank all applicants, however only those who qualify for an interview will be contacted.

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