Digital Copywriter

Title: Digital Copywriter
Location: Fort Worth, TX - 76155
Work mode: Hybrid onsite(Tue/Wed/Thu)
Duration: 12 month contract

Department Overview:
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.

Top Mandatory Skills and Experience:
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.

Minimum Qualifications - Education & Prior Job Experience
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

Preferred Qualifications
Experience working in TeamSite, 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

Skills, Licenses & Certifications
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

Creative skills
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 Required:3