Technical Writer II

Position: UX Content Writer / UX Writer II
Location: Remote PA, RI, KY
Duration: 12 months
Job ID: 178254

Job Overview:

The UX Content Writer will create clear, concise, and customer-focused microcopy for digital experiences across web, mobile, SMS, transactional email, and self-service channels. Although the position may be classified internally as a Technical Writer II, this is primarily a UX writing role focused on helping customers understand what to do, why it matters, and how to complete a transaction or resolve an issue.

The writer will support a One PPL design and content approach, developing core experiences for PPL and adapting approved content for Pennsylvania, Kentucky, and Rhode Island operating companies.

Key Responsibilities

• Write short-form UX copy for customer journeys, transactions, digital products, and self-service experiences.
• Develop content for web and mobile applications, SMS, transactional emails, and customer support pathways.
• Create copy that clearly explains required steps, actions, benefits, and next steps.
• Update and maintain UX copy directly within Figma.
• Collaborate closely with UX designers, product managers, researchers, developers, and other content and design disciplines.
• Work within established design systems, responsive design standards, and brand guidelines.
• Ensure copy is appropriately structured and formatted across desktop, mobile, and responsive experiences.
• Develop content that supports escalation from digital self-service to human assistance when needed.
• Create and maintain content variants for PPL's operating companies, beginning with Pennsylvania and followed by Kentucky and Rhode Island.
• Prepare content briefs, rationale, and recommendations explaining the strategy behind proposed copy.
• Support content development through the initial Pennsylvania go-live in August 2027 and the subsequent Kentucky go-live, currently planned approximately six months later.

Required Qualifications

• Five or more years of professional writing experience; strong candidates with less experience may be considered if they have significant UX writing expertise.
• Demonstrated experience creating UX writing, UX microcopy, or product content for digital experiences.
• Hands-on experience using Figma to write, edit, and update copy within designs.
• Practical understanding of responsive design and design systems.
• Experience collaborating with UX, product, design, engineering, and research teams.
• Strong understanding of customer journeys, transaction flows, and self-service experiences.
• Excellent grammar, editing, communication, and content-structuring skills.
• Ability to explain content decisions and connect writing recommendations to customer and business outcomes.

Preferred Qualifications

• Experience in regulated industries such as utilities, financial services, healthcare, or insurance.
• Experience writing for customer-facing web or mobile applications.
• Experience supporting transactional or service-oriented digital experiences.
• Familiarity with SMS, transactional email, chatbot, or customer-service escalation content.
• Experience working across multiple brands, regions, or operating companies.
• Experience developing content briefs, case studies, or UX writing documentation.

Preferred Work Samples

Candidates should provide samples that demonstrate:

• Screen-to-screen transaction flows.
• UX microcopy within web or mobile interfaces.
• Content developed within Figma.
• Examples showing responsive design and design-system awareness.
• Content briefs or rationale explaining writing and strategy decisions.
• Case studies or white papers describing the candidate's approach.
• Long-form writing samples, if available, to demonstrate grammar, tone, and ability to connect ideas.

Ideal Candidate

The ideal candidate is an experienced UX writer who can independently create concise, intuitive, and customer-centered content while working directly within Figma and established design systems. They should be comfortable collaborating across UX disciplines, adapting content for multiple operating companies, and translating complex processes into simple digital experiences.

Pay Range: $60 - $65/hr. W2

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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