Digital Copywriter

About the role

Our client, a leading airline, is seeking a Digital Copywriter to join their Customer Experience Policy and Procedures team. In this role, you will create customer-focused digital content across web, mobile, and other digital channels while helping deliver clear, engaging, and user-friendly experiences for millions of customers.

Responsibilities

• Create, edit, and publish customer-facing content for web, mobile, and other digital platforms
• Translate complex policies and technical information into clear, concise, customer-friendly language
• Write and maintain digital content including product descriptions, customer instructions, error messages, terms and conditions, and other functional copy
• Maintain consistency in brand voice, editorial standards, and digital content across multiple channels
• Update and manage content within a content management system (CMS)
• Collaborate with business, product, and technology teams to develop digital content solutions
• Develop wireframes, page flows, site maps, and other content planning artifacts as needed
• Use content performance data and analytics to improve the customer experience
• Support ongoing content governance and quality assurance initiatives
• Participate in scheduled on-call publishing support for operational updates, including weather delays and service disruptions

Requirements

• Bachelor's degree in Journalism, Communications, English, Arts, or a related field, or equivalent professional experience
• 3+ years of experience writing customer-facing digital content for a major brand or high-traffic website
• Experience creating customer-facing content for Generative AI (GenAI) applications
• Experience using Microsoft Dynamics Knowledge Management
• Strong digital copywriting, editing, and content strategy skills
• Ability to translate complex technical information into clear, customer-friendly content
• Experience working with HTML, CSS, and JSON fragments
• Familiarity with content management systems (CMS)
• Strong understanding of AP Style and digital writing best practices
• Online portfolio showcasing relevant customer-facing writing samples

Preferred Skills/Experience

• Experience with TeamSite or other enterprise content management systems
• Project management experience within a digital marketing or content environment
• Airline or travel industry experience
• Knowledge of SEO, accessibility standards, information architecture, and digital analytics
• Experience maintaining content governance and editorial standards

Qualifications

The ideal candidate will have excellent written communication and editing skills, strong attention to detail, and a commitment to content accuracy. They will be a creative thinker with exceptional problem-solving abilities, self-motivated, and able to manage multiple priorities. They will also have strong collaboration and cross-functional communication skills, be adaptable in a fast-paced environment, and have a customer-first mindset with a passion for creating exceptional digital experiences.

Work Environment

Location: Fort Worth, TX. Work Arrangement: Fully Onsite (5 days per week).

Pay

The approximate pay range for this position is between $28.00 and $33.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location.

Benefits

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401(k) offered