Job Description

Job Responsibilities:

• Develop and execute content strategy to ensure relevant, contextual, and user-focused content across digital channels.
• Collaborate with UX Designers, Product teams, and stakeholders to deliver clear and consistent messaging aligned with business goals and user needs.
• Conduct content audits and assist in building and maintaining a comprehensive content roadmap.
• Lead content governance initiatives and implement best practices across enterprise-level platforms.
• Create and manage operational workflows and procedures for content requests, production, and delivery.
• Participate in user research to evaluate content performance, identify improvements, and optimize messaging based on user behaviors and pain points.
• Produce content artifacts such as scripts, knowledge base articles, in-product content, and strategic documentation.
• Coach and mentor team members on content strategy, tone-of-voice, and writing best practices.
• Collaborate with diverse stakeholder groups to gather input, gain alignment, and ensure messaging success.

Skills:

• Content Strategy & Development: Expertise in digital content planning, UX writing, tone-of-voice creation, taxonomy, instructional text, and error/confirmation messaging.
• Tools & Systems: Experience with content management systems (CMS), knowledge management systems (KMS), and agent-facing applications.
• User Research & UX Collaboration: Ability to translate research insights into actionable content improvements; strong collaboration with UX and product teams.
• SEO & Metadata: Knowledge of search engine optimization, taxonomy structuring, and discoverability best practices.
• AI & Machine Learning (Preferred): Experience contributing to or supporting content within technical AI/ML projects.
• Editing & Proofreading: Superior command of grammar, clarity, and concise communication for digital interfaces.
• Digital Experience: Strong understanding of the digital landscape, user experience principles, and emerging industry trends.

Education/Experience:

• Bachelor's.

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