Content Design Senior Associate

Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.

As a Content Design Senior Associate in Customer Identity and Authentication team, you will play an important role in shaping customer experiences through content, and building customer confidence across our products and services. Using your expertise in content design principles, you will plan, create, and structure product content within a user experience design framework. While collaborating with cross-functional teams to ensure narrative consistency, your influence will extend to product design, architecture, and functionality.

This role will focus on the user experience of content for mobile and web included but not limited to flows, messages, push notifications, error messages and similar to delight and engage our customers while keeping accessibility and inclusion as a top priority. You will contribute with development and execution of content plans for inclusive, usable product experiences and play a pivotal role in shaping customer experiences through content, support strategically important initiatives, and implement innovative solutions to complex problems. You will create engaging, user-friendly content that effectively communicates complex concepts to a diverse audience while championing inclusive design and customer experience to contribute to the success of user experience design efforts.

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensure alignment with business requirements and user experience goals
• Facilitate end-to-end discovery workshops with designers to gain a better understanding of the underlying narrative and optimal content architecture required to make the product intuitive and highly usable
• Create content taxonomies to refine content organization and structure, incorporating user feedback and insights for continuous improvement
• Adopt brand voice to produce clear, concise, and engaging content that communicates complex concepts effectively to diverse audiences
• Analyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences
• Collaborate with cross-product teams to develop consistent voice and narrative structures across products and services
• Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey
• Showcase superb storytelling and grammar skills to build trust through content and establish long term relationships with our users, stakeholders and teams
• Design thoughtful, intuitive content solutions for different use cases and interactions from onboarding and inapp education to transactional flows and push notifications
• Apply human centered design concepts around UI frameworks for localization and reuse as well as related concepts to craft content solutions that scale
• Partner with design, product and research teams to drive content tests that measurably improve the customer experience

• 3+ years of experience in content design, or equivalent expertise in editing, and writing with a focus on digital products and platforms
• Experience in creating content architectures, storytelling, and clear and concise writing
• Demonstrated experience in applying accessibility guidelines and inclusive design to create user-friendly content
• Experience with iterative design techniques, incorporating user feedback and insights for continuous improvement
• Proficient technical literacy in content platforms and understanding their impact on user experience
• Adaptive learner in new financial services products and offerings
• Experience in UX content and content strategy
• Bachelor's degree or equivalent and a good portfolio of UX content work
• Experience in content audits and analysis, content mapping and modeling, content planning and sourcing, conversational design, information architecture, and storytelling.
• Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
• Proven ability to audit, analyze, structure, create, and present content independently using established frameworks

• Demonstrated ability in UX/UI content writing within the customer identity field
• Understanding of how to write for localization
• Bachelor's or Master's in English, Literature, Linguistics or related field
• Deep knowledge of UX design tools
• Experience with UX research methodologies