Conversation Designer (Fintech)

TL;DR

Conversation Designer (Fintech): Developing and refining digital conversations and user-focused copy for banking apps and websites with an accent on tone, personality, and accessibility. Focus on combining research with insights to create seamless customer journeys and consistent communication across touchpoints.

Location: Hybrid: Must be based in Edinburgh, UK (spending at least 40% of time in office)

Salary: £61,344 - £68,160

Company

Leading UK financial institution transforming its digital services for 28 million customers.

What you will do

• Create engaging, readable, and accessible content for digital customer experiences.
• Develop and refine conversations based on research and user insights to help customers achieve their goals.
• Collaborate with product teams to define and track success metrics for digital interactions.
• Act as the content expert within an agile environment to ensure tone and personality consistency.
• Strategically evolve conversation flows and identify integration opportunities across different digital experiences.
• Provide a consistent voice for customers across various topics and touchpoints.

Requirements

• Minimum 5 years of experience as a UX writer, conversation designer, or content designer.
• Experience working in complex landscapes, ideally within financial services.
• Proficiency in design platforms such as Figma.
• Ability to influence and manage multiple partners across product, risk, legal, and branding teams.
• Confidence in writing concise, on-brand copy across multiple tones of voice.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 30 days of holiday in addition to bank holidays.
• Wide-ranging wellbeing initiatives and generous parental leave policies.
• Strong commitment to diversity, equity, and inclusion, including disability confidence.