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.
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