Digital Copywriter

Digital Copywriter

This job is a member of the Customer Experience Policy and Procedures team within the Operations Division. Responsible for crafting customer-focused content for a global audience delivered through mobile app, Reservations, and other digital channels.

Bachelor's degree in Journalism, Communication, Arts, or English (or equivalent experience/training). Experience writing customer-facing content for Generative AI (GenAI) applications. Experience with Client Dynamics Knowledge Management. Strong digital content writing, editing, and content strategy skills. Ability to translate complex technical information into clear, customer-friendly language.

Bachelor's degree in Journalism, Communication, Arts, or English; or equivalent experience/training 3 years of experience writing concise, web/mobile-friendly copy for a major brand and high-traffic/transaction website 1–3 years of experience with and applying HTML, CSS, and JSON fragments 1–3 years using and maintaining advanced technologies for content creation and maintenance Copywriting and design experience Must have an online portfolio/samples of work

Experience working in Team Site, Client Dynamics, or other content management systems Project management experience within a marketing or digital environment Travel industry experience or general knowledge of the airline industry

Knowledge of customer content needs and ability to tailor copy to the audience Knowledge and understanding of AP Style and digital copywriting best practices, including: SEO Accessibility Analytics Information architecture Ability to understand technical jargon and translate it into understandable concepts Self-starter attitude with strong analytical skills and adaptability to change Demonstrated success collaborating across teams Ability to work quickly and efficiently both independently and as part of a team Understands and can apply HTML and JSON fragments using the CMS application Working knowledge of content strategy

Language & Communication Skills Ability to effectively communicate both verbally and in writing with all levels within the organization. Essential Job Functions Creates and publishes customer-focused content for digital channels, ensuring content is accurate, follows standards, and is engaging and customer-friendly Applies editorial expertise and uses data to continuously improve the customer experience Translates content into clear and concise messaging that customers can easily understand Writes copy for functional applications, including:
Error messages Terms and conditions Instructions Product descriptions Maintains the digital lexicon for consistency in voice and standards across all digital channels Updates content within the content management system (CMS) using predefined templates Uses and maintains advanced technologies for content creation and maintenance Optimizes global content development and management processes and tools Translates written requirements into visual solutions such as:
Wireframes Site maps Page flows Works daily between IT and business teams in a Digital Customer Experience environment Develops and implements content quality metrics Establishes and supports processes to keep content up to date Participates in an on-call rotation, including weekends and late nights, for publishing alerts related to weather delays, cancellations, and other operational issues Years of Experience

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