What you’ll do

• Create client-facing content across a range of channels: Help & Support, Shelf, chatbot conversations, and seasonal & surge messaging
• Propose and implement new and innovative ways to surface content to clients proactively and frictionlessly
• Help co-ordinate localisation of content across different regions/languages
• Help shape the content roadmap for all external client support content
• Measure success of client-facing support content performance, specifically around increasing quality digital self-service interactions, as a proportion of overall client service interactions

What you’ll need for this role

• Strong knowledge of IGs products, platforms, processes, and systems
• Be engaged, proactive, and keen to improve the client experience
• Superb written communication skills, and have the ability to adapt content to cater to clients’ needs and experience
• Highly data driven, to both prioritise content improvements that deliver the best value towards our goals, and to prove success through measuring increases in digital self-service that are attributable to your content performance
• Strong awareness of the best multimedia format to help clients and internal users understand digest our content, such as images, gifs or videos
• Exceptional organisational skills, to co-ordinate the different streams of work, and various processes
• Ability to multitask and prioritise in accordance with changing business needs
• Genuinely and demonstrably champion the client, deliver at pace, lead and inspire, think big and raise the bar.