Principal UX Writer at Nedbank

Job Purpose

• Collaborating with product designers and developers to craft clear, engaging and persuasive copy for digital products. Designing and optimizing prompts for AI models to ensure accurate, relevant and coherent outputs. Working with data scientists and AI researchers to enhance our LLM capabilities.

Key responsibilities

• Work with CX, UX and UI designers, business, tech and marketing to design conversations for seamless user journeys across digital platforms.
• Drive alignment on style, voice and tone to deliver user-friendly, on-brand content that enhances the overall client experience across channels.
• Experiment with and document various prompt techniques to improve AI performance and customer satisfaction.
• Define and document standards, patterns, principles and processes to establish and reinforce a unified content approach.
• Identify and articulate problematic moments in user flows with the goal of raising the CX bar.
• Present work to stakeholders and manage good relationships with them.

Support the enablement of Nedbank’s strategy:

• Support the achievement of the business strategy, objectives and values.
• Contribute to the Nedbank Culture building initiatives (eg staff surveys etc).
• Participate and support corporate responsibility initiatives for the achievement of business strategy.
• Seek opportunities to improve business processes, models and systems though agile thinking.

Enable and entice users to achieve their goals and tasks with ease in line with the business strategy:

• Drive vision for product language and content across customer journeys.
• Influence and adapt to stakeholder feedback.
• Lead, collaborate with and influence (with or without mandate) design, tech and product teams.
• Develop playbooks for execution of content strategy across the enterprise.
• Manage projects and copy requests from across the enterprise, prioritising tasks, managing approvals and tracking time spent.
• Manage content outputs or resources across work streams and multiple project sprints.
• Provide direction and mentorship to junior writers and educate cross-functional partners on the role of content.

People Specification
Minimum Experience Level

• 5 to 9 years in Digital Copywriting

Preferred requirements 

• Degree or diploma in English, copywriting, communications or journalism.
• Certification in UX writing, content strategy, UX or design.

Competencies

• The ability to bring team or squad members together to gather and synthesise all their different perspectives on the product and the work required to deliver a user story.
• This includes setting the priorities for the backlogs.
• Capability to write communication, business documentation, briefs and missives, using appropriate Nedbank tone, style and language.
• Engaging with upper and lower levels of management, including stakeholder management, role management, external stakeholder management.
• Knowledge of and the ability to fully engage participants in creating, discovering and applying learning insights using a facilitative approach.
• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Ability to write, proofread, edit journeys, propose journeys, all in Nedbank relevant language and style.
• Working cooperatively with others to help a team or work group achieve its goals.
•  Actively identifying or creating and taking advantage of learning opportunities.
• Using newly gained knowledge and skills on the job and learning through their application.
• Taking full advantage of opportunities to receive and explore feedback about own performance (from assessments, managers, co-workers, internal partners, or customers).
• Responding favourably to feedback and using it constructively to take action to improve knowledge, skills, behaviour and influence or impact on others.
• Effectively managing one’s time and resources to ensure that work is completed efficiently.
• Continually achieving a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas.
• Keeping up with current developments and trends in areas of expertise.
• Leveraging expert knowledge to accomplish results.

Exposure

• General IT operational experience.
• Multiple operating systems.
• Application programmes.
• Operating systems.
• IT infrastructure and system analysis.
• Working with diverse teams.