Lead UX Content Strategist

Job Title:                        Lead UX Content Strategist

Job Location:                Remote

Job Duration:                12+ months contract

Job Description: Callouts:

- Location: Remote (preference to those who are close to operating offices) There are quarterly on-site meetings. Near Allentown PA or Louisville, KY or Providence, RI

Job Summary :

The Lead UX Content Strategist serves as a lead individual contributor within a cross-functional product team, shaping content strategy, channel alignment, standards, and governance for reimagined digital self-service customer experiences. In this role, you will define a content approach that improves clarity, findability, usability, and consistency across complex customer-facing experiences.

You will drive content direction across digital self-service customer experiences by establishing and evolving content guidelines, terminology alignment, functional flows, and governance practices that improve quality and consistency at scale. You will also write, edit, and refine content for priority experiences when hands-on support is needed. This role requires strong content strategy expertise, sound judgment, systems thinking, and the ability to influence stakeholders and align content owners across multiple customer channels. You will use feedback, analytics, and research findings to identify priorities, guide continuous improvement, and strengthen the overall customer experience

Job Responsibilities:

Lead content strategy and content design direction across assigned areas of digital self-service customer experiences

Write, edit, and improve content provided by business stakeholders, content owners, subject matter experts, and partners to ensure clarity, consistency, usability, and alignment with content guidelines

Create, edit, and refine high-impact customer-facing content, content patterns, and exemplars for priority experiences when strategic support or hands-on execution is needed

Partner closely with product, design, business, communications, and development teams to align content decisions with user needs, operational realities, and business priorities

Lead content quality, consistency, and UX decision-making across assigned areas of the customer experience

Establish and evolve content standards, style guidance, templates, and governance practices for customer-facing experiences

Conduct regular content audits to improve accuracy, relevance, clarity, and consistency across customer-facing features and transactions

Partner with lead content strategists across cross-functional teams, helping build shared understanding of content best practices, governance expectations, terminology alignment, and sustainable content operations

Influence cross-functional decisions that improve customer content and service experiences across partner teams

Shape content structure, taxonomy, consistency, and accessibility approaches that help customers locate information, access self-service tools, and engage with operating company programs and services

Use customer feedback, data, analytics, research insights, and performance data to set priorities, measure transaction effectiveness, and drive continuous improvement

Basic Qualifications:

Bachelor's degree in communications, English, journalism, marketing, information architecture, library science, or a related field

7+ years of experience in content strategy, content design, UX writing, information architecture, or digital content leadership

Experience leading content strategy or managing content for customer-facing, self-service, transactional, or other complex digital experiences

Strong content strategy and editorial judgment, with the ability to define standards, write and edit complex content, guide contributors, and improve content quality at scale

Ability to simplify complex internal, operational, technical, or regulatory information

Excellent communication and collaboration skills with the ability to influence stakeholders and work effectively across product, content, design, development, communications, HR, and implementation partner teams

Understanding of accessibility and inclusive content practices

Experience working in Agile product environments, including participation in sprint planning, backlog refinement, and delivery ceremonies

Experience establishing content standards, governance practices, editorial workflows, or reusable guidance for complex digital environments

Preferred Qualifications:

Advanced understanding of accessibility and inclusive content practices, including the ability to apply them to complex digital experiences and reusable content patterns

Experience working in Agile environments, including participation in sprint planning, backlog refinement, and delivery ceremonies.

Experience working on a corporate design team or in utility, energy, or regulated industries is a plus.

Proven leadership in the development or application of content standards, style guidance, governance models, or editorial workflows for complex digital environments

Proficiency using content analytics, search insights, customer feedback, or research findings to prioritize improvements and improve clarity, findability, and content performance

Demonstrated ability to mentor contributors, guide distributed content owners, or serve as a lead content advisor within cross-functional teams