Senior Content Strategist (Temporary 12 months)

Intact FC • Montreal, QC

8d • Hybrid

About The Position

This role is an opportunity to shape how customers experience a new, innovative program, moving beyond transactional communications to moments that build confidence, clarity, and loyalty over time. The Senior Content Strategist will craft a compelling narrative across channels, simplify complex information into language people understand, and help teams test-and-learn toward a stronger, more differentiated experience. You will be the strategic owner of content across the customer journey, partnering with design and research and stakeholders across the business to create content that’s consistent, on-brand, and easy to act on. Your work will span channels and formats, including digital, emails, letters, and supporting education, directly influencing customer confidence, perceived value, and long-term loyalty. The ideal candidate is equal parts storyteller and systems-thinker, able to collaborate across disciplines to ship content that is both human and high-performing.

Requirements

• Bachelor’s degree in Communications, English, Journalism, HCI, or equivalent practical experience
• 7+ years of experience in content strategy, UX writing, or editorial strategy
• Proven ability to simplify complex concepts into plain-language, customer-first content
• Portfolio demonstrating end-to-end content content strategy (research, messaging, IA, UX writing, governance) and measurable outcomes
• Confidence writing for regulated products and partnering with Legal/Compliance and Risk
• Experience working embedded in a Design/UX team and partnering closely with UX/UI designers, researchers, and service designers
• Strong cross-channel content expertise (web/app, email, SMS, letters, FAQs/help content, scripts), ensuring narrative and voice are consistent end-to-end
• Content systems mindset: voice & tone guidelines, reusable patterns, content standards, and governance that scale across teams and channels
• Research and experimentation skills: content audits, usability testing, message testing, and using insights to iterate
• Data-informed approach: defining success metrics and using analytics (e.g., comprehension, conversion, contact drivers, churn/retention) to optimize content
• Exceptional stakeholder management and facilitation skills: able to align partners across businesses and functions
• Strong editing and quality bar: able to manage reviews, version control, and approvals in fast-paced environments
• Knowledge of accessibility and inclusive language best practices (e.g., WCAG-aligned content, readability standards)
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• Must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

Nice To Haves

• Experience with bilingual workflows
• Experience working in insurance and/or financial services
• Experience with personalization, localization, SEO, call center/service content, and design system contribution

Responsibilities

• Define and maintain content principles, tone, and message hierarchy across channels
• Build modular content that can scale and evolve through experimentation
• Ensure communications are clear, human, action-oriented and on-brand
• Map content to customer needs and decision points; and shape information hierarchy so customers can find what matters fast.
• Write and edit customer communications across channels, which could include digital experiences, emails, letters, SMS, in-product messaging, FAQs, scripts, and supporting education - ensuring the story holds together no matter where customers enter the journey
• Translate complex concepts into plain language aligned with brand and compliance needs
• Partner with design to align content with layout, accessibility, and readability best practices
• Make sure content is adapted to current systems and constraints
• Centralize content sourced from multiple teams into a single library
• Manage review cycles with partners (brand, legal/compliance, translation) and incorporate feedback efficiently
• Support measurement by ensuring variants map to clear hypotheses
• Bring rigor to measurement: establishing hypotheses, running experiments, and using qualitative and quantitative insights to iterate on content that improves comprehension.

Benefits

• Support, opportunities and performance-led financial rewards
• Workplace where you can shape the future, win as a team and grow with us
• Equal opportunity employer
• Accessible workplace where employees feel valued, included and encouraged to share their unique perspectives
• Policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees