We are looking for a Content Strategist Lead to join our Digital Customer Experience team. In this role you'll work with a team of product, tech, and data partners to create innovative solutions for existing and prospective customers. The ideal candidate will have a record of success both leading and creating digital content for a variety of digital and offline channels (website, email, digital advertising). They're a strategic thinker who is passionate about thinking through and innovating the user experience, have a knack for simplifying the complex and are energized by working in a collaborative, team-based environment.
Partner with cross-functional teams (tech, data, product, research) to drive content strategy for digital products that meets customers goals and business objectives; collaborate and execute from discovery through delivery.
Lead a team a writing / design / front-end development team delivering content for a variety of projects across the firm.
Contribute to the success of the larger digital customer experience team, partnering with team members and leadership to deliver best-in-class content for our digital products; identify areas of opportunity including process improvements, training opportunities, success sharing, etc.
Ensure quality and drive consistency across products and channels, leveraging voice, tone, aesthetic and content standards.
Manage content governance and approvals process for assigned programs.
Work with product owners to estimate and report resource allocation.
Participate in research including user-testing, customer journey mapping and persona development.
Present concepts and work to peers and leadership.
7-10+ years of experience delivering results in UX writing/content design and/or content strategy.
10+ years of experience writing and editing customer-facing content for the digital space.
Experience collaborating with cross-functional teams including UX/product/interaction designers, researchers, product managers, legal and compliance experts and line-of-business owners.
Experience contributing to the end-to-end UX design process including obtaining necessary approvals within tight deadlines.
Ability to build consensus and influence a successful design approach by knowing when and how to use content (and when not to).
Management experience overseeing writers, content designers/strategists or digital editors.
Excellent verbal and written communication skills.
Experience with digital content organization, content libraries, and/or taxonomy.
The ability to advocate for content as an integral part of digital experience, both in project work and across the organization.
Project management skills, including the ability to manage schedules, deadlines, contributors and stakeholders for multiple projects.
Proactive, solutions-oriented and very attentive to detail.
Experience with Agile development environments, common design, documentation and software development tools (InVision, Confluence, JIRA, content management tools).