Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.
As a Content Design Senior Associate in Customer Identity and Authentication team, you will play an important role in shaping customer experiences through content, and building customer confidence across our products and services. Using your expertise in content design principles, you will plan, create, and structure product content within a user experience design framework. While collaborating with cross-functional teams to ensure narrative consistency, your influence will extend to product design, architecture, and functionality.
This role will focus on the user experience of content for mobile and web included but not limited to flows, messages, push notifications, error messages and similar to delight and engage our customers while keeping accessibility and inclusion as a top priority. You will contribute with development and execution of content plans for inclusive, usable product experiences and play a pivotal role in shaping customer experiences through content, support strategically important initiatives, and implement innovative solutions to complex problems. You will create engaging, user-friendly content that effectively communicates complex concepts to a diverse audience while championing inclusive design and customer experience to contribute to the success of user experience design efforts.
Job responsibilities
Develop and implement content design strategies for multiple components of a product or a series of small products, ensure alignment with business requirements and user experience goalsFacilitate end-to-end discovery workshops with designers to gain a better understanding of the underlying narrative and optimal content architecture required to make the product intuitive and highly usableCreate content taxonomies to refine content organization and structure, incorporating user feedback and insights for continuous improvementAdopt brand voice to produce clear, concise, and engaging content that communicates complex concepts effectively to diverse audiencesAnalyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiencesCollaborate with cross-product teams to develop consistent voice and narrative structures across products and servicesChampion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journeyShowcase superb storytelling and grammar skills to build trust through content and establish long term relationships with our users, stakeholders and teamsDesign thoughtful, intuitive content solutions for different use cases and interactions from onboarding and inapp education to transactional flows and push notificationsApply human centered design concepts around UI frameworks for localization and reuse as well as related concepts to craft content solutions that scalePartner with design, product and research teams to drive content tests that measurably improve the customer experience
Required qualifications, capabilities, and skills
3+ years of experience in content design, or equivalent expertise in editing, and writing with a focus on digital products and platformsExperience in creating content architectures, storytelling, and clear and concise writingDemonstrated experience in applying accessibility guidelines and inclusive design to create user-friendly contentExperience with iterative design techniques, incorporating user feedback and insights for continuous improvementProficient technical literacy in content platforms and understanding their impact on user experienceAdaptive learner in new financial services products and offeringsExperience in UX content and content strategyBachelor’s degree or equivalent and a good portfolio of UX content workExperience in content audits and analysis, content mapping and modeling, content planning and sourcing, conversational design, information architecture, and storytelling. Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websitesProven ability to audit, analyze, structure, create, and present content independently using established frameworks
Preferred qualifications, capabilities, and skills
Demonstrated ability in UX/UI content writing within the customer identity fieldUnderstanding of how to write for localizationBachelor's or Master’s in English, Literature, Linguistics or related fieldDeep knowledge of UX design toolsExperience with UX research methodologies