Director, Digital Content Strategist
Job Description 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.
Responsibilities • 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.
Required Qualifications • 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).
