CX Writer
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Job Description
CX Writer creating customer-centric content for Octopus by RTG in Egypt. Translating customer insights and VOC data into clear digital and service communications across customer journeys.
Responsibilities:
- Create and optimize customer-facing content across different customer touchpoints and channels.
- Translate customer insights, feedback, and Voice of Customer (VOC) data into clear and customer-centric content.
- Review customer journeys and identify opportunities to improve communication, messaging, and overall customer experience.
- Develop and refine content for digital products, services, customer communications, FAQs, guides, notifications, and other customer touchpoints.
- Ensure content is clear, consistent, easy to understand, and aligned with the customer journey.
- Collaborate with CX, Product, UX/UI, Marketing, and business teams to support customer and business objectives.
- Conduct research and analyze customer feedback to understand customer needs, pain points, and expectations.
- Support customer journey mapping and identify content or communication gaps across journey stages.
- Participate in usability testing and incorporate customer feedback into content improvements.
- Contribute to service and product launches by developing or reviewing customer-facing communication and content.
- Maintain consistency in tone, terminology, and messaging across customer touchpoints.
- Use data and customer feedback to measure and improve customer communications.
Requirements:
- 3+ years of experience in Customer Experience, CX Content, UX Writing, Content Writing, Customer Communications, or a related field.
- Strong writing and editing skills; ability to simplify complex information and communicate clearly.
- Strong understanding of customer journeys, customer pain points, and customer-centric design.
- Experience with Voice of Customer (VOC), customer feedback, or customer research.
- Experience creating customer-facing content for digital or service environments.
- Good understanding of UX principles, usability, and information architecture.
- Ability to collaborate with Product, UX/UI, Marketing, and CX teams.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication and stakeholder management skills.
- Excellent command of English and Arabic, written and spoken.
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