Content Writer

Content Writer

remote but must be based near Allentown PA, Providence Rhode Island or Louisville KY for occasional meetings.

C2H role.

W2 only.

Job Summary:

• The UX Content Writer supports the Proactive Communications product team by creating and refining customer-facing content across email, SMS, web, digital assistant, and agent-supported experiences.
• This role is responsible for shaping how communications are structured, written, and governed to ensure they are clear, accessible, accurate, and aligned with brand, regulatory, and customer experience standards.
• The position plays a key role in improving how customers understand and act on essential communications by translating complex operational, transactional, and service-related information into clear, scalable content patterns that support consistency, trust, and ease of use across the customer journey.

About Candidates:

• Candidates think in customer moments and understand how content helps people stay informed, take action, and feel confident in their experience.
• Candidates know how to turn complex business, service, and regulatory information into clear, concise, accessible communications that work across channels.
• Candidates collaborate closely with product managers, business analysts, developers, designers, and communications partners to create polished, customer-centered experiences.
• Candidates bring strong writing, editing, and content strategy skills, along with a sharp eye for structure, terminology, tone, and consistency.
• Candidates are comfortable balancing detail and speed in an Agile environment and are motivated by improving the quality, clarity, and effectiveness of customer communications over time.

Job Responsibilities:

• Write, edit, and proofread customer-facing content for the Proactive Communications product team across email, SMS, web, digital assistant, and agent-supported experiences.
• Translate complex operational, service, billing, and regulatory information into clear, customer-friendly language that supports understanding and action.
• Create content for a range of communication types, including outage alerts, billing reminders, payment confirmations, service updates, campaigns, and transactional notifications.
• Shape message hierarchy, flow, and structure to improve clarity, readability, and usability across the customer journey.
• Ensure consistency in voice, tone, terminology, and messaging across channels, touchpoints, and communication types.
• Develop and maintain reusable messaging patterns, content standards, style guidance, and templates that improve consistency and speed to production.
• Partner with product management, business analysts, communications developers, customer communications partners, legal, regulatory, and customer experience teams to align content with customer needs, business goals, and compliance requirements.
• Support content reviews, approvals, and governance processes to ensure communications are accurate, accessible, on-brand, and ready for delivery.
• Apply accessibility and inclusive content best practices across digital communications.
• Conduct content audits and identify opportunities to improve message clarity, consistency, and customer experience.
• Use feedback, analytics, performance insights, and customer research to refine content and improve communication effectiveness over time.
• Contribute to continuous improvement of content workflows, communication patterns, and content operations practices.

Basic Qualifications:

• 5 plus years of relevant professional experience in UX writing, content design, content strategy, customer communications, or a related field
• Bachelor's degree in communications, English, Journalism, Marketing, or related field
• Strong writing, editing, and proofreading skills, with exceptional attention to detail.
• Experience creating customer-facing content across digital communication channels such as web, email, SMS, digital assistant, or support experiences.
• Demonstrated ability to simplify complex, technical, operational, or regulatory information into clear, actionable content.
• Strong understanding of voice and tone, message hierarchy, terminology management, and content consistency.
• Understanding of accessibility best practices for digital content and communications.
• Strong collaboration and communication skills, with the ability to work effectively across product, business, design, content, and communications partners.
• Strong organizational skills and commitment to high-quality execution in fast-paced environments.

Preferred Qualifications:

• Experience working with Salesforce Marketing Cloud, Convey, or similar communication platforms.
• Experience building or maintaining content standards, messaging frameworks, reusable templates, or modular content libraries.
• Experience using analytics, performance data, customer feedback, or A/B testing approaches to improve communication effectiveness.
• Experience working in Agile product environments, including participation in sprint planning, backlog refinement, and delivery ceremonies.
• Experience working in utility, energy, or other regulated industries.

Skill Highlights- please indicate the # of years on each of the following skills:

• UX Writing
• Salesforce Marketing Cloud
• Convey
• Other communication platforms.
• Experience building or maintaining content standards, messaging frameworks, reusable templates, or modular content libraries.
• Experience using analytics, performance data, customer feedback, or A/B testing approaches to improve communication effectiveness.
• Agile
• Energy, utility or regulated industry background