L3 Content Lead - SMB Digital Team

Description

Join our team and what we'll accomplish together

As a Content Lead, you'll play a key role in creating seamless digital experiences for our customers through clear, effective content. Plain language comes naturally to you. As a storyteller and conversation designer, you'll help advance our content strategy practice across teams—bringing clarity, cohesion, and consistency to everything we publish.
You'll ensure our written communications are clear, relevant, and jargon-free—aligned with our brand voice and tone. You'll update content directly in Contentful (our CMS), maintaining quality through a structured QA process. You'll also help coach teams across TELUS to create great content and grow our practice through thought leadership and collaboration.

You'll join our SMB Digital team of 3 content managers who are transforming how TELUS communicates with customers across digital channels. In this role, you'll help TELUS simplify complex telecom services, making them accessible and understandable for millions of Canadians. Your work directly impacts how customers discover, understand, and trust TELUS products. This is an ideal role for someone ready to grow into a senior content leadership position—you'll build a portfolio of complex, high-impact projects and develop mentoring skills by coaching teams across TELUS. 

What you'll be responsible for

• Communicating the value of content strategy in creating high-quality digital experiences
• Balancing your time across hands-on content creation and strategic initiatives: roughly 40% updating and publishing content in Contentful, 30% leading QA and coaching teams on content best practices, and 30% on strategic work—presenting recommendations to leadership, running workshops, and analyzing data to inform content direction 
• Updating and publishing web content in Contentful, maintaining accuracy, consistency, and alignment with design and accessibility standards
• Leading the QA process for content updates—checking for accuracy, formatting, accessibility, and functionality before deployment
• Writing copy and providing content recommendations that raise awareness of TELUS' business products and services
• Working closely with content managers, the UX Lead, and cross-functional teams to keep our website current and relevant
• Using data to inform content recommendations and direction
• Running workshops that build understanding of end-to-end content planning across teams
• Presenting content strategy recommendations to senior leadership
• Collaborating with UX designers, product managers, marketing teams, and customer service leaders to ensure content aligns with customer needs and business goals—serving as the content expert in these cross-functional conversations 
• Leading complex content projects end-to-end, such as: redesigning product pages to improve clarity and conversion, developing content frameworks for new service launches, creating accessibility guidelines for the team, and analyzing web analytics to identify content gaps 
• Applying your skills in research, Voice of the Customer (VoC), and web analytics to uncover insights that help achieve outcomes
• Staying current on trends in design, technology, and marketing to strengthen our digital content approach
• Supporting broader TELUS content initiatives in collaboration with our Content Strategy Program Lead

Qualifications

What you bring

• 4–6 years of experience in content strategy, UX writing, or digital content creation 
• Writing and content strategy experience in B2B marketing environments
• A portfolio of 2-3 content projects that demonstrate your ability to lead end-to-end—from strategy through execution. This could include website content, product copy, content frameworks, or case studies showing your process and impact 
• Experience working in peer review or collaborative feedback environments where you've given and received critique to improve work quality 
• Knowledge of content strategy best practices, including information architecture, taxonomies, metadata, SEO, and design systems
• A strong focus on delivering excellent customer experiences aligned to business goals
• Passion for modern content practices, plain language, and inclusive design
• Familiarity with lean digital product development lifecycles
• Experience working in collaborative, agile, cross-functional environments
• Ability to navigate the intersection of business, tech, and customer needs in the digital space
• Strong attention to detail and analytical thinking
• Clear communication skills to explain strategy and build alignment

Nice to haves: 

• Familiarity with web accessibility principles (such as WCAG guidelines) is a plus—if you're new to accessibility, we'll provide training and support to help you develop this expertise"
• Familiarity with lean digital product development lifecycles