Content Optimisation Specialist in Glasgow

Contract Type: 6-month secondment

Salary Range: £27,300 – £34,000

Location: Hybrid – ideally 2 days a week in any office but can be flexible

We’re looking for a Content Optimisation Specialist on a 6‑month secondment to optimise the content used by our customer‑facing teams, ensuring it is clear, consistent and effective. Using data, customer insight and collaboration, you’ll identify opportunities to improve customer communications, reduce customer effort and support positive customer outcomes. Working across Operations, Change, Digital and supplier teams, you’ll play a key role in enhancing content performance, supporting front‑line delivery and ensuring communications remain compliant within a regulated insurance environment.

Main Responsibilities:

• Analyse content performance and customer feedback to identify opportunities for improvement.
• Create, optimise and maintain customer‑facing content aligned to front‑line scripts and processes.
• Use data and insight to measure the impact of content changes and recommend further enhancements.
• Conduct root cause analysis to understand customer pain points and reduce customer effort.
• Collaborate with Business Leaders, Change teams, Frontline Specialists and Digital teams to deliver improvements.
• Carry out keyword research and competitor analysis to support content effectiveness and discoverability.
• Ensure content meets regulatory requirements, including FCA expectations and Consumer Duty principles.
• Produce clear reporting and actionable recommendations that improve customer and business outcomes.

Skills and Experience:

• Strong analytical skills with the ability to interpret data, identify trends and generate actionable insights.
• Experience improving customer communications, content performance or customer journeys.
• Knowledge of general insurance operations and regulated customer environments.
• Experience working with external suppliers and internal Digital or IT teams to deliver sustainable solutions.
• Strong stakeholder management and relationship‑building skills across multiple business areas.
• Excellent written and verbal communication skills with strong attention to detail.
• Ability to translate customer feedback and performance data into meaningful recommendations and outcomes.
• Experience supporting continuous improvement, change initiatives or customer insight programmes.

Benefits:

• Flexible working – Smart Working and minimum 35 days holiday (inc. bank holidays).
• Health benefits – Dental Insurance, Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Well‑being Activities.
• Wealth benefits – 50% off insurance, Annual Bonus Schemes, Annual Salary Reviews, Competitive Pension, Employee Savings, Employee Loans.
• Work environment – Well‑being activities, mindfulness sessions, Sports and Social Club events.
• Family support – Maternity/pregnant parent/primary adopter entitlement 16 weeks full pay, paternity/non‑pregnant parent/co‑adopter 8 weeks full pay.
• Partner benefits – Life Assurance and Critical Illness cover.
• Tech perks – Deals on gadgets.
• Transport – Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
• Return to work programme after maternity leave.

Equal Opportunity Statement:

We are an inclusive employer and a signatory of the Race at Work Charter, Women in Finance Charter, iCAN and GAIN. As a Disability Confident Leader, we are committed to ensuring our recruitment processes are fully inclusive. If you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. We guarantee an interview for applicants with a disability who meet the minimum criteria for the role. We have a zero‑tolerance approach towards any form of harassment during the recruitment process.