Content and Communications Engineer at Discovery Limited

Job Purpose

• The Content & Communication Manager leads a team of content specialists responsible for creating and maintaining high-quality, client-facing content across digital and assisted channels. This includes FAQs, call centre scripts, app and website copy, and triggered communications. The role ensures content is clear, consistent, aligned with brand tone, and supports client understanding and engagement.

Areas of responsibility may include but not limited to

Team Leadership

• Lead and mentor a small team of content specialists.
• Allocate tasks, manage workloads, and support professional development.
• Foster collaboration across teams and ensure alignment with business goals.

Content Strategy & Development

• Own and evolve the content strategy for client-facing communications.
• Develop and maintain content for FAQs, call centre scripts, app and website interfaces, and triggered communications.
• Ensure content is accurate, consistent, and aligned with Discovery Bank’s tone and voice.

Digital Innovation & Content Technology

• Stay ahead of digital trends in content creation, including AI-assisted writing, personalization engines, and voice interfaces.
• Evaluate and implement content tools (e.g. CMS platforms, chatbot builders, A/B testing tools) to streamline workflows and improve content delivery.
• Collaborate with UX/UI teams to ensure content is integrated seamlessly into digital experiences (e.g. app flows, web journeys, chatbots).

Omnichannel Content Strategy

• Develop and maintain a cohesive content strategy across all digital touchpoints including mobile apps, websites, chatbots, email, and social media.
• Ensure content is responsive and adaptive to different devices and platforms.

Personalization & Data-Driven Content

• Use client data and behavioural insights to tailor content for different segments and personas.
• Work with analytics and data science teams to measure content performance and optimize based on user engagement and feedback.

Quality Assurance & Governance

• Oversee quality control and sign-off processes for all content.
• Ensure business rules and regulatory requirements are consistently applied across platforms.
• Maintain a single source of truth for content, incorporating business standards and change governance.

Regulatory & Compliance Alignment

• Ensure all content complies with financial regulations, data privacy laws, and internal governance standards.
• Maintain audit trails and version histories for all client-facing content

Stakeholder Engagement

• Collaborate with Product, UX, Legal, Compliance, Marketing and Customer Service teams to ensure content meets client and business needs.
• Act as the central point of contact for content-related queries and updates.

Insights & Optimisation

• Use customer insights and analytics to refine and improve content.
• Analyse performance of content and communications to identify opportunities for enhancement.
• Prepare regular reports for senior management on content effectiveness and engagement.

Project & Process Management

• Manage content projects from initiation to delivery.
• Coordinate content updates across channels and ensure timely execution.
• Support special projects and initiatives as required.

Technical Skills and Knowledge

• Proven experience in content management, digital communications, or UX writing (>5 years).
• Strong leadership and team management skills.
• Excellent writing, editing, and proofreading abilities.
• Experience working in digital banking or financial services is advantageous.
• Experience working with Knowledge Management systems is advantageous.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and content management systems.
• Familiarity with customer journey mapping and UX principles.
• Experience with AI tools for content generation, translation, and summarisation.
• Must demonstrate proven ability in digital and content communication

Education and Experience

• Bachelor’s degree in Communications, Journalism, Marketing, or related field.
• At least 5 years of experience in relevant field (e.g. communication, content management)
• Strong track record of professional performance and communication