Digital Content Writer

Job Summary

We are seeking a motivated, creative, and versatile UX writer to join our Digital team. This role reports to the Director of Digital CX Solutions.

As a Digital Content Writer, you will create useful and usable content for multiple digital touchpoints, including web, mobile app, email/SMS notifications, and airport kiosks. You’ll work closely with cross-functional teams throughout the process - from researching and drafting inclusive content, to refining mock-ups and prototypes for Porter products. You will plan and use research to understand user needs and create accessible content and engaging experiences that meet legal and regulatory requirements. You’ll advocate for all of Porter’s customers and, through close collaboration with stakeholders, designers, and developers, ensure the final product is intuitive and easy to use. 


Duties & Responsibilities

• Create clear and concise website, mobile app, kiosk, and email/SMS content that aligns with Porter’s brand voice and resonates with the target audience. This may include content for transactional flows, landing pages, marketing pages, informational pages, operational emails and more.
• Understand user needs through competitive research, analytics, stakeholder interviews, user interviews, and usability testing. Develop research plans and analyze findings in collaboration with designers and the research lead.
• Incorporate inclusive writing practices that respect the different backgrounds, abilities, and lived experiences of the people reading or listening to Porter’s content.
• Partner with designers, researchers, and other content writers to deliver compelling content solutions.
• Organize, structure, edit, proof-read, and perform quality control of digital content.
• Develop, edit, manage, and maintain website and mobile app documentation.
• Create JIRA cases to document requirements for content and website updates.
• Find opportunities to enhance existing content to deliver seamless and intuitive digital experiences.
• Incorporate organizational, business, and functional goals into content-related decisions.
• Identify, prioritize, and develop solutions for content gaps and issues.
• Offer a content strategy perspective throughout the product development process, and influence strategic product decisions to improve the overall experience and ensure consistency across platforms.
• Use search engine optimization (SEO) strategies in copy to maximize the online visibility of our website in search results.
• Create and incorporate editorial standards and guidelines (to include Porter voice and tone).
• Contribute to content management system design and decisions.
• Other duties as assigned. 
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural Competencies

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

• Bachelor’s degree in English, Communications, Journalism, Design, Marketing or a related field.
• Impeccable grasp of the English language.
• A minimum of 3 years of experience as a UX writer, content designer, technical writer, or copywriter with expertise in writing compelling copy to enhance the user experience.
• Experience with Content Management Systems (CMS) creating, managing, and publishing digital content through various platforms.
• A strong portfolio showcasing a variety of written work for web/mobile products. If you have other writing or UX experience that you think translates to this role well, we'd love to see your work.
• Exceptional writing, editing, and proofreading skills with an eye for detail and accuracy.
• Strong research skills and ability to create solutions based on data, user feedback, and usability testing.
• Ability to gather and interpret business requirements and work them into copy.
• A systems-thinker who loves to build simple and elegant experiences for complex products.
• Ability to manage changing priorities, concurrent projects, and demanding deadlines.
• Ability to collaborate seamlessly across cross-functional teams in a largely virtual environment.
• Good judgment; well-developed analytical and problem solving skills paired with effective interpersonal, verbal, and written communication skills.
• Knowledge, skills, and experience managing web content.
• Experience in developing content strategies for specific projects or an entire business unit or organization.
• Experience with search engine optimization techniques and practices.
• Background in understanding accessibility needs and how to ensure all content meets regulatory guidelines.
• Experience in presenting content strategies to designers and senior leaders for feedback.
• A growth mindset of continuous improvement and learning.
• Proficiency in Google Suite and Figma.
• Familiarity with Jira or other ticketing systems and Agile processes.
• Ability to communicate, write, and edit content in French, is an asset

Location

Toronto Downtown Office (250 Yonge Street) #LI-Hybrid
Company Description

Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.