70% work onsite. 1 virtual interview and 1 in-person interview
Description:
Why you ll love this job
We re a multidisciplinary UX team that drives the user experience for both customer and employee-facing applications. In this position, you ll be working with the Senior UX Designer and be responsible for creating content across our employee facing customer service tool. You ll get experience and insight into understanding business requirements, user research and work with product teams to deliver clear, consistent, customer-focused content.
What you ll do
In this position, you ll be responsible for planning, creating and managing content across multiple digital channels. The UX Content Designer has a deep understanding of the content planning, tone-of-voice, style and formatting needed to maintain consistency and brand identity. You ll partner with UX Product Designers and product teams to provide relevant, customer-focused content based on the understanding of our customers and employees behaviors, needs and pain points. You ll participate in user research to understand and analyze the performance of content, identify areas for improvement and optimize messaging to ensure it resonates with our end users. This job is a member of the Technology Strategy & User Experience (UX) team within the Information Technology division at American Airlines.
Principle duties and responsibilities
Provide content strategy to ensure relevant content is delivered contextually
Collaborate on a content roadmap and conduct content audits
Establish and maintain operational processes and procedures for managing content requests and delivery
Lead content governance and implementation of best practices at an enterprise level
Work with product stakeholders and bring them along as you provide content to ensure messaging is optimized and successful
Coach and mentor others on content strategy best practices
Create documentation based on user groups to understand the tone and voice
Artifacts you will deliver scripts, content strategy, knowledge base articles, and content embedded within the product
All you ll need for success
Minimum qualifications - education and prior job experience
Bachelor s degree in English, journalism, technical writing or equivalent experience / training
5+ years creating and executing digital content strategy across multiple channels
Extensive experience planning for and developing useful, usable content including instructional text, error and confirmation message, taxonomy and SEO
Preferred qualifications - education and prior job experience
Master s degree in English, journalism or technical writing
Experience using a content management or knowledge management system and agent-facing applications
Experience with technical projects involving AI / machine learning
Travel industry experience
Skills, licenses and certifications
Superior writing, editing and proofreading skills: You understand the importance of clearly and concisely communicating for digital channels.
A proven track record of collaboration across product and UX teams: You can translate complex concepts into easy-to-understand interactive experiences.
A passion for creating great digital user experiences with actionable knowledge of the digital landscape: Keeping up with industry and user trends, emerging technologies and best practices and trends is fun for you. You re able to influence decision makers.
A passionate advocacy for effective, user-friendly communication: You can talk about the importance of consistent messaging across multiple channels and make a case for a strategic approach to content delivery.
Collaborate with multiple stake holder groups to gain alignment and input related to content needs.
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