Senior Copywriter – Customer Communications Program
Location: Sydney
Type: Contract (9 months)
Overview
We’re looking for a strategic and detail-oriented Senior Copywriter to help transform complex, mandatory service communications into clear, helpful, and human-centred experiences. You’ll be responsible for rewriting communications that are often compliance-heavy or written in legalese, applying plain language principles and ensuring alignment with regulatory obligations.
Key Responsibilities
* Rewrite service-based communications (letters, emails, phone scripts) to be clear, accessible, and useful - without compromising legal accuracy or compliance.
* Ensure all content aligns with the program’s approved brand tone of voice and communication style guidelines.
* Translate legal and technical content into plain English that supports customer understanding and reduces confusion or service calls.
* Collaborate with legal, compliance, and regulatory stakeholders to ensure sign-off while protecting the integrity of the customer experience.
* Apply and uphold tone of voice, writing frameworks, and communication playbooks developed for the program.
* Use AI and prompt engineering tools to iterate and scale content creation efficiently while maintaining quality and consistency.
* Participate in copy reviews and contribute to elevating the overall quality of writing across the program.
* Partner closely with designers, strategists, service owners, and developers to deliver a seamless communication experience across channels.
Skills & Experience
* 5+ years of experience in content design, UX writing, copywriting, or similar roles - ideally in regulated industries (e.g. finance, insurance, utilities).
* Proven experience writing or simplifying legal and compliance-led communications.
* Strong grasp of plain language, readability principles, and tone of voice adaptation.
* Proficiency with AI writing tools and foundational knowledge of prompt engineering.
* Strong understanding of agile delivery frameworks, with a proactive, continuous improvement mindset—able to identify gaps in creative or delivery processes and suggest workflow optimisations that enhance team efficiency and output.
* Exceptional stakeholder management and communication skills.
* Ability to work independently in a fast-paced, collaborative environment.