Overview

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.

Job Description 

Role Responsibilities

The Lead Content Strategist is a senior individual contributor responsible for defining, creating, and governing high-impact written content across large-scale programs that support business performance, customer experience, and Agent enablement.

This role operates at a strategic level—setting content direction, standards, and narrative frameworks—while remaining deeply hands-on in the creation of complex, high-visibility content. Acting as a subject-matter expert in content design and storytelling, this role partners closely with stakeholders across operations, training, marketing, legal, and regional teams to ensure content is clear, consistent, compliant, and effective at scale.

Strategic Content Leadership

• Lead the end-to-end design and development of complex content programs, including enablement materials, operational communications, learning assets, and customer-facing copy.
• Define and evolve content strategy, voice, tone, and quality standards across programs to ensure consistency, clarity, and alignment with brand and business objectives.
• Serve as a senior content authority and advisor, providing strategic guidance to stakeholders on structure, messaging, and audience impact.

Senior Content Creation & Review

• Produce original, high-quality written content for multi-channel use, including digital platforms, training materials, internal communications, presentations, and program documentation.
• Rewrite, refine, or restructure content created by others to elevate quality, clarity, and effectiveness.
• Perform final-level editorial review and approval, ensuring accuracy, compliance, and readiness for deployment.

Program & Enablement Design

• Apply content design principles to create scalable, engaging, and effective learning and enablement assets.
• Lead content planning, storyboarding, and scripting for large-scale initiatives, ensuring content supports measurable business outcomes.
• Standardize content structures and frameworks to improve efficiency, reuse, and long-term maintainability.

Cross-Functional Partnership

• Partner with legal, privacy, compliance, and risk teams to ensure content meets regulatory and policy requirements.
• Collaborate with designers, trainers, SMEs, operations leaders, and regional stakeholders to translate complex concepts into clear, actionable content.
• Support presentations, executive materials, and stakeholder reviews by clearly articulating content concepts and rationale.

Quality, Analytics & Continuous Improvement

• Establish and maintain content quality benchmarks, conducting periodic audits and recommending updates based on performance, feedback, and business changes.
• Analyze content effectiveness using qualitative and quantitative inputs and recommend improvements.

Coaching & Functional Leadership

• Act as a coach and mentor to writers, instructional designers, or content contributors, providing structured feedback and modeling best practices.
• Contribute to onboarding, standards documentation, and process improvements that raise the overall maturity of content development across teams.

Role Requirements

• Bachelor’s degree in Communications, English, Journalism, Marketing, or related field (or equivalent experience).
• 5+ years of progressive experience in senior content creation, instructional design, or strategic writing roles.
• Demonstrated expertise in long-form and complex content development, including enablement, training, or operational communications.
• Strong command of voice, tone, editorial standards, and content governance.
• Proven ability to influence without authority and partner effectively across functions and seniority levels.
• Exceptional writing, editing, and proofreading skills.

Preferred / Advantageous

• Familiarity with learning technologies, content management systems, or LMS environments.
• Experience reviewing content for regulatory or compliance-sensitive environments.
• Ability to analyze content performance and apply insights to improve effectiveness.

Work Shift

Hybrid – Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

Benefits and Other Details

Benefits And Other Details

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life
insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your United States – Specific Benefits Include

• Medical, Dental and Life Insurance 
• Tuition Assistance Program 
• Parental Leave 
• One day volunteer time off 
• $0 Money Transfer Fee Discount Code – Quarterly 
• Recognition Program “Game Changers” 
• Employee Discount Program 
• Global Adoption Assistance 
• Global Scholarship Awards Program 
• 401K plan

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Salary

The base salary range is $90,000 – $100,000 per year, total on target compensation includes a base salary plus short-term incentives that align with individual and company performance. 

Other Details

We are passionate about honoring our employee’s identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

 #LI-LL1, #LI-Hybrid

Estimated Job Posting End Date:

05-05-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

About Western Union

Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.