Our client is seeking an experienced writer with a strong customer experience / user experience writing background. This individual will help support enhancements to The Hartford’s online customer experience and offline customer communications. This individual should have experience “writing in human” – not in technical jargon – and take a conversational approach to simplify complex concepts.
You must be able to synthesize complex information and boil it down to its essence. You also need to be aware of user journeys and provide valuable information at key journey stages. A basic understanding of insurance is a plus and experience writing copy for web is critical, with a mobile-first mentality.
It’s all about the customer. You’re used to writing with a CX /UX lens. You’re not only in the shoes of the customer, you’re inside their head and anticipating their questions while providing clear, concise, and timely answers. You think about tone and emotion. And you make the complex so simple for customers as you guide them through a great experience. Your important contribution to this project is to be able to write in human, hold a conversation, and influence emotion with words.
You work extremely well with others. You not only spark ideas in yourself, you also have a knack for instigating ideas in others you may partner with. And you’re used to interfacing with a variety of stakeholders within a cross-functional, matrixed organization.
Your love of words is only superseded by your love of smart ideas that work hard without having audiences work hard to understand. And you’re good with deadlines that range from plenty-of-time to we-needed-it yesterday. You are a fast worker and learner in any environment. Your writing packs a punch – short, compact and effective. More Hemingway than Faulkner.
Ready, willing and able to:
Work with the digital redesign teams, Enterprise UX and CX teams, and marketing teams to develop on-strategy, on-brand concepts and copy
Ask smart questions that could help uncover brilliant ideas
Provide improvement suggestions from a CX/UX lens
Work through strategic challenges that could benefit from your experience and insights
Stay connected to your work to ensure a flawless finish
Ensure that your work is on brand, on strategy and on time
Follow our brand guidelines and leverage them to build our brand
Pay attention to form and function, strategy and execution on the page
Team skills are a must and include:
Demonstrating reliability, communicating constructively and being an active listener
Treating others in a respectful, supportive and professional manner
Being an active participant who willingly and openly, cooperates and pitches in to help
Exhibiting flexibility, participating as a problem-solver
Demonstrating commitment to the team
Actively work with our team and business partners
Willingness to ask others for their expertise and help
Please include a link to your portfolio/website on your resume
Bachelor’s degree required
Highly developed critical thinking skills
Minimum of 5 years of experience at an external agency or in-house agency required
Prior experience writing for sales and acquisition
Experience in customer experience / user experience writing
Experience in insurance writing is a plus
Understands the nuances when writing different media and audience types
Actively learns new techniques to be more proficient in your persuasion skills
Writes and presents concepts and work, well
Respectively clarifies direction from team to help understand strategies or fill information gaps
Reviews the creative briefs to ensure you fully understand the objectives
Applies supplied research and data to design executions
Is pragmatic with creative executions always keeping an eye on the objectives of the assignment
Maintains accuracy and always delivers on time
Able to challenge conventional copy approaches with new tactics and innovative executions