Role: UX Content Strategist.
Location: Wilmington, Delaware or Columbus, OH 3 days onsite.
Our Digital Customer Experience (DCE) Design organization is looking to grow their team with a Content Strategist who will conceive, influence and implement a strategic approach to UX messaging and content for our Collections experiences. As part of our team, you will have the opportunity to impact millions of people in a deeper, more engaged way by working on content creation for everything from our online banking and mobile app to letters, emails and interactive voice tools that are used by millions of customers every day.
We re looking for a Content Strategist for our growing Collections Design & Customer Experience team. This individual will partner with product, design, research and technology to build human-centered experiences that educate and inspire our retail and card customers to make strong financial decisions. As a member of our Digital Customer Experience team, you ll initiate strategy and execution and set an example for the team across each step of product creation, from ideation to launch and beyond.
Job Responsibilities
- Collaborate with product, technology, design and research partners to create a scalable strategy for simple, elegant solutions to complex user problems
- Build and nurture relationships across the Operations and Collections team and beyond, to advance implementation of successful content strategies
- Identify opportunities for research activities (user interviews, surveys, focus groups, usability studies, etc.) and leverage findings to optimize product design and development
- Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences
- Partner with designers to create user experience (UX) artifacts for web, mobile and omni-channel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
- Plan, write and shape digital content (User interface (UI), product education, naming conventions, navigation, etc.
- Share work across the organization through design reviews, product reviews and more
Required Qualifications, Capabilities, and Skills
- Bachelor s Degree
- Minimum of 5 years experience conceiving and applying content strategy across digital channels and platforms (web, mobile, email, social media, etc.)
- Experience working with brand standards
- Proactive, solution-oriented mindset with strong attention to detail
- Record of success creating content for complex end-to-end experiences in alignment with customer needs and business goals
- Demonstrated ability to successfully manage multiple priorities, follow schedules and meet deadlines
- Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder
Preferred Qualifications, Capabilities, and Skills
- Experience with user experience (UX) Writing is a plus
- Excellent written and verbal communication skills
- Thorough knowledge of English language, AP Style, grammar, spelling, punctuation and usage
- Experience writing for financial services, collections or customer service.
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