Content Strategy Lead for Agent Communications

Western Union; Miami (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

Western Union is seeking an Associate Manager, Content Strategy to lead content across agent communications. You will develop strategies, maintain editorial standards, and craft clear messaging for diverse audiences across emails, newsletters, POS, and digital channels.

You will translate complex information into actionable content, ensure tone consistency, and collaborate with Operations, Product, Marketing, and Legal to align with business goals.

Qualifications

• Bachelor’s degree in Communications, Journalism, Marketing, English, Public Relations, or a related field (or equivalent experience).
• Minimum 5 years of experience in content strategy, communications, content development, editorial work, or related areas.
• Strong experience creating communication strategies and supporting complex business initiatives.
• Exceptional writing, editing, storytelling, and content development skills.
• Ability to simplify and communicate complex business, operational, or technical information to diverse audiences.
• Excellent stakeholder management and cross-functional collaboration skills.
• Preferred: experience supporting frontline employees, agents, partners, or distributed networks.
• Preferred: background in financial services, payments, retail, customer experience, or regulated industries.
• Preferred: experience creating content for geographically and culturally diverse audiences and managing multi-channel communications.

Responsibilities

• Develop and maintain content strategies, messaging frameworks, and editorial standards for Agent communications.
• Create, edit, and manage Agent-facing content across multiple channels, including email, newsletters, POS platforms, digital channels, and reference materials.
• Support communication planning and content development for business initiatives, product launches, operational changes, and campaigns.
• Translate complex operational, product, compliance, and business information into clear and actionable messaging for Agent audiences.
• Ensure consistency in communication tone, messaging, terminology, and quality standards.
• Partner with Operations, Training, Product, Marketing, Legal, Compliance, and regional teams to align communications with business objectives and Agent needs.
• Analyze feedback and communication performance metrics to continuously improve content effectiveness and engagement.

Skills

Content strategy

Editorial work

Cross-functional collaboration

Stakeholder management

Writing & editing

Communications

Frontline/agents experience

Education

Bachelor’s degree in Communications/Journalism/Marketing/English/Public Relations

Job description

Western Union is seeking an Associate Manager, Content Strategy to lead content across agent communications. You will develop strategies, maintain editorial standards, and craft clear messaging for diverse audiences across emails, newsletters, POS, and digital channels.

You will translate complex information into actionable content, ensure tone consistency, and collaborate with Operations, Product, Marketing, and Legal to align with business goals.