Senior UX Writer

Vinaka and Namaste! Join ASB At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plan for their families and future. Mo te Turanga | About the role: As Senior UX Writer within Lending Compliance, you will lead the copywriting and content strategy for the Collections and Credit Solutions (C&CS) uplift, helping create clearer, safer and more supportive experiences for customers who are navigating financial difficulty. You will shape content across digital and assisted journeys, turning complex lending, collections and compliance requirements into plain-English guidance that helps customers understand their options, take the next step and feel supported through difficult moments. Working with UX, Service Design, Research, Product, Compliance, Legal, Risk and Technology teams, you will balance customer needs, regulatory obligations, operational realities and business outcomes. You will define content principles, message hierarchies, tone guidance, content patterns and end-to-end content flows for C&CS, while also supporting copywriting needs across the wider Lend & Protect tribe. You will help teams communicate clearly, consistently and responsibly across digital products, staff tools, customer communications and service experiences. You will bring 7+ years’ experience in UX writing, content design, content strategy or a related field, with a strong track record working on complex, customer-facing products or services, ideally in financial services or another regulated environment. You will be skilled at simplifying complex information, designing clear content journeys and writing with empathy, precision and purpose for customers in vulnerable or stressful situations. You will be confident creating content strategies that support programme goals, improve customer comprehension and help teams deliver consistent experiences across channels. You will be comfortable working through ambiguity, asking the right questions and shaping content direction within complex systems and constraints. You will translate customer insights, policy requirements and business intent into practical content recommendations, working closely with research and cross-functional teams. Clear communication, stakeholder engagement and strong editorial judgement will be key. You will connect customer needs, regulatory obligations and business outcomes through artefacts such as content strategies, content audits, messaging frameworks, tone-of-voice guidance, UX copy, customer communications, content patterns, decision flows and future-state content concepts for Lending Compliance and the C&CS uplift. You will help prioritise content opportunities tied to measurable outcomes, contribute to a positive and challenging team environment, and lift content design practice across ASB’s CX and UX communities. Nga mea kia whai angitu ahau? | What Do I Need to Be Successful? To be successful, you will be comfortable working through complexity and simplifying regulated products, services and communications within legal, risk, technology and operational constraints. You will have hands‑on capability across the content design toolkit, including content audits, customer research, journey mapping, workshops, information architecture, message testing, UX copy, service communications and content governance. You will be familiar with agile squads, web-based applications, backend platforms and enterprise systems, and able to create clear, connected content across digital and assisted experiences. You will be confident facilitating content workshops, leading critique sessions, partnering with subject matter experts and helping teams apply a customer‑centred content lens. You will be able to frame content decisions in customer and business terms, validate recommendations and balance clarity, empathy, compliance, technology, data, security and commercial considerations. You will contribute to mentoring, content standards, customer‑centred practice, data‑informed decisions and continuous improvement within the Design Practice. Experience with enterprise platforms, design systems, content standards, UX practices and technology transformation is important; product system, CRM or regulated communications experience would be an advantage. Behavioural science knowledge, accessibility awareness and experience designing for customers in vulnerable circumstances will also support ASB’s purpose of improving New Zealanders’ financial wellbeing. Te mahi ki ASB | Working for ASB: We are committed to providing opportunities for our team members to grow and develop their capabilities and provide excellent training and personal development to ensure your initial and on‑going success. If you want to make a real difference to our customers and are ready for your next challenge, please submit your application online to be considered. #J-18808-Ljbffr