– Write and design content for digital applications such as our online claims service in collaboration with UX designers, product owners and subject-matter experts – Provide Digital Content expertise in CX research such as journey mapping, assisting with identifying and actioning opportunities to alleviate customer pain points– Maintain and improve high-traffic digital channels such as icbc.com to meet evolving customer and organizational needs, including creating and redesigning webpages– Support research initiatives such as usability testing, surveys and A/B testing– Simplify the complex and tailor content voice and tone to optimize customer experience in critical communications such as letters supporting customers in claims and recovery journeys – Update interactive voice response (IVR) scripts as needed, such as to achieve analytics goals– Train and support other writers in effectively using digital channel tools, following digital content best practices and adhering to the organization’s defined writing standards and voice– Acted as the Digital Content lead on the audit, optimization and replatforming of partners.icbc.com to a headless CMS, working with developers to resolve technical challenges and overseeing the manual migration of over 1000 pages and documents

I wrote and edited copy while helping writers across ICBC align with our tone of voice and writing guidelines. My work included:– Writing and editing content for a range of communications including major documents, guides, webpages, emails, physical and digital signage, print and digital ads, templates, and social media campaigns– Supporting subject-matter experts in insurance, road safety and other areas with achieving organizational goals through effective writing– Creating and maintaining writing and terminology guides, as well as socializing them with employees as their designated subject-matter expert– Creating and maintaining a writing community of practice for employees

The non-profit Credit Counselling Society helps Canadians get out of debt and achieve financial wellbeing. My work included: – Writing copy for nomoredebts.org and mymoneycoach.ca with a focus on educating Canadians about complex personal finance topics through accessible language – Conducting SEO research and applying on-page SEO – Researching and collaborating with subject matter experts to ensure factual accuracy – Providing feedback and editing support for other writers– Building new webpages and updating old ones– Moderating and creating regular content for Twitter, Facebook, and Instagram accounts – Crafting advertising copy for Google, Facebook, Twitter and Reddit– Coordinating media requests with staff members across Canada

From undergraduates to doctoral candidates, I helped writers in diverse fields communicate effectively to their target audiences. I was also recognized for my strength in supporting writers for whom English is a second language.

In multiple Creative Writing courses, I assessed and provided feedback for student work in multiple genres. Other tasks included facilitating a workshop, giving a lecture, and resolving conflicts.