Content Marketing Strategist: Customer Trust and Security

Overall Purpose of the Role

The Content Marketing Strategist: Customer Trust and Security will be responsible for developing and executing a content strategy that strengthens customer trust in GoTyme Bank and empowers customers to protect themselves, their money, and their personal information.

The role will translate complex topics—including fraud, cybersecurity, data privacy, risk, and digital banking—into clear, relevant, and engaging customer content. The successful candidate will ensure that GoTyme Bank’s customer trust and security messaging is consistent, timely, practical, and aligned with our brand, customer experience, regulatory obligations, and broader communications strategy.

Reporting to the Head of Corporate Communications, the successful candidate will collaborate closely with the Fraud, Cybersecurity, Risk, Compliance, Legal, Product, Customer Experience, Social Media, and Customer Support teams. They will identify emerging customer risks, develop proactive awareness and education campaigns, support incident- and issue-related communications, and position GoTyme Bank as a trusted and reliable source of information on safe and secure banking.

Requirements

Key Responsibilities

Trust and Security Content Strategy

• Develop and manage an integrated trust and security content strategy aligned with the bank’s customer, brand, reputation, and business objectives.
• Build a proactive content calendar covering fraud prevention, scams, cybersecurity, privacy, account protection, safe digital banking, and responsible customer behaviour.
• Identify customer knowledge gaps and develop content that helps customers recognise, avoid, and respond to security threats.
• Ensure trust and security content supports the bank’s broader brand promise and strengthens customer confidence.
• Balance planned educational content with rapid-response content linked to emerging threats, incidents, and customer concerns.
• Review fraud trends, customer complaints, support queries, and incident data to identify content opportunities.

Content Development and Storytelling

• Produce content for websites, applications, email, social media, blogs, help centres, customer notifications, in-app messaging, video, infographics, scripts, frequently asked questions, and educational campaigns.
• Use customer stories, scenarios, data, trends, and behavioural insights to make security information relevant and memorable.
• Partner with Fraud, Risk, Cybersecurity, Social Media and Customer Support teams to develop timely security and fraud awareness campaigns across owned, earned, shared, and internal channels.
• Maintain a library of approved fraud-prevention messages, templates, warnings, and educational resources.
• Coordinate with designers, videographers, social media teams, product teams, and other content partners.
• Manage campaigns from concept and approval through to publication, distribution, optimisation, and reporting.
• Support seasonal and event-driven campaigns linked to shopping periods, holidays, tax season, travel, major events, and known increases in fraud activity.
• Ensure campaigns are coordinated with customer service teams so that support agents are prepared for customer questions.
• Optimise content for search, accessibility, readability, engagement, and mobile use.
• Adapt content for different platforms while maintaining consistency and accuracy.

Incident and Issues Communication

• Support the Head of Corporate Communications with customer-facing content during fraud, cybersecurity, privacy, service, or reputation incidents.
• Develop clear and timely customer notifications, holding statements, frequently asked questions, updates, and response materials.
• Monitor customer and media response to trust and security issues and recommend content adjustments where required.

Experience Required

• At least seven to 10 years’ experience in content marketing, content strategy, customer communications, digital communications, or a related role.
• Proven experience developing and executing multi-channel content strategies.
• Demonstrated ability to translate complex or technical information into clear customer-facing content.
• Experience producing content for digital platforms, social media, email, websites, applications, and customer education campaigns.
• Experience working in banking, financial services, fintech, telecommunications, insurance, cybersecurity, risk, or another regulated industry would be highly advantageous.
• Experience working with legal, compliance, risk, technical, and operational stakeholders would be advantageous.

Skills Required

• Exceptional writing, editing, proofreading, and storytelling skills.
• Strong understanding of content strategy, integrated communications, content marketing and audience segmentation.
• Strong editorial judgement and attention to detail.
• Knowledge of search optimisation, accessibility, content design, and digital publishing principles.
• Strong campaign planning and project-management skills.
• Confidence working with senior leaders and specialist subject-matter experts.
• Strong analytical skills and the ability to turn performance data into practical improvements.
• Sound judgement, discretion, and awareness of reputational and operational risk.
• AI Proficiency

Competencies Required

• Customer-focused
• Clear and persuasive communicator
• Strategically minded
• Curious and insight-driven
• Calm under pressure
• Highly collaborative
• Proactive and responsive
• Detail-oriented
• Comfortable with technical subject matter
• Risk-aware and responsible
• Creative but disciplined

Qualification/s Required

• A relevant degree or diploma in Marketing, Communications, Journalism, Digital Media, Content Strategy, Public Relations, or a related field.