Fintech content design & UX writing

I spent two stints totalling five months as Senior Copywriter and Content Designer at Habito, the online mortgage broker, working across its UX, marketing and communications teams.

My role was to make the complex and often intimidating world of mortgages clearer, simpler and more empowering for customers. I worked across the customer journey, from acquisition and onboarding through to mortgage advice and ongoing communications, combining content design, UX writing, brand and experimentation.

I worked closely with product, design, marketing, mortgage experts and other stakeholders to turn specialist financial information into straightforward, human content, while maintaining Habito’s distinctive brand voice.

Achievements

• Helped reimagine customer journeys, using content design and UX writing to make complex mortgage processes easier to understand and navigate.
• Simplified complex financial information and removed industry jargon, translating mortgage terminology into clear, accessible language centred around customer needs.
• Developed and applied Habito’s tone of voice across product, marketing and customer communications, balancing a distinctive brand personality with clarity and trust.
• Wrote and edited UX content across web and mobile, including user journeys, interface copy, CTAs, landing pages and customer communications.
• Created conversational UX and chatbot content, designing interactions that helped customers understand mortgages and move through the process.
• Used A/B testing to improve content, testing different approaches and using results to refine messaging and customer experiences.
• Created CRM content for mortgage advisers, helping them communicate clearly and consistently with customers and prospective customers throughout the mortgage journey.
• Wrote and edited long-form mortgage guides, making complicated financial subjects understandable to people without specialist knowledge.
• Worked across the complete customer experience, creating content for CRM, email, direct mail, paid social, Google Ads, Instagram and other acquisition and retention channels.
• Contributed to brand strategy and campaign development, connecting product experiences with Habito’s wider brand and communications.
• Creative-directed and project-managed internal and external video content, coordinating stakeholders and production from brief through to delivery.