Basic Purpose: To shape product experiences by creating useful, meaningful content that help users complete the task at hand. Set the vision for content and drive cohesive product narratives across multiple platforms and touch points. Manage user experience writing workflow, maintaining deadlines and ensuring timely deliverables to design team. Work independently with limited guidance and direction on moderately complex projects. Participate in the creation and evolution of user experience messaging strategy. Recommend messaging solutions that support the user experience and meet brand tone and voice guidelines.
Responsibilities
Design, write, edit, test, and improve content that makes our products easier to use and helps our members achieve their goals across their respective journeys. This includes product flows, interface language, emails, push notifications, education materials, product names, navigational nomenclature, terminology, taxonomies and other content across Navy Federal s products and experiences.
Develop and manage an effective content strategy throughout the product development process and influence strategic decisions across and within products to improve overall experience and ensure messaging consistency and performance that accounts for multiple specific member and business contexts.
Develop a vision for messaging across a given product and ensure tactical execution to drive cohesive narratives across all digital touch points
Utilize storytelling and narrative skills to improve user experience in alignment with the Navy Federal brand s tone and voice
Create and manage content guidelines, principles, and best practices for things like voice and tone, headers, CTA buttons, formatting, and emojis
Identify opportunities to define and establish conventions for messaging
Inventory and audit existing content to identify gaps and opportunities to improve the customer experience and business performance.
Collaborate and build strong relationships with key partners across disciplines like product, design, research, customer experience, legal, engineering, marketing comms, and product marketing
Advocate for content best practices within the UX Design team
Research and analyze moderately complex messaging problems, identify opportunities to solve problems utilizing copy
Originate new concepts, strategies or innovative approaches to user experience messaging that have significant impact
Work on multiple projects prioritizing them according to project needs, level of effort of tasks and project timelines
Qualifications
Bachelor s degree in English, Communications, Journalism or the equivalent combination of education, training, and experience
5+ years of UX Content Design, UX writing, or Content Strategy experience
Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
Ability to lead, guide and mentor others
Ability to articulate design concepts to a broad audience, including non-designers
Advanced communication skills both verbal and visual
Advanced detail and organizational skills
Ability to apply analytical, creative, visual, and critical thinking
Advanced knowledge of effective writing and editing
Experience of user centered design processes and best practices
Working knowledge of modern development standards, techniques and methodologies (e.g., HTML, XHTML, AJAX, JavaScript, CSS, etc.)
Working knowledge of web, mobile and application design
Working knowledge of best practices for web and mobile-based content, tools, and forms
Desired - Master s degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience
Desired - Knowledge of financial services industry and products Desired - Human Factors Institute Certified Analyst