Senior UX Content Strategist

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Senior User Experience Content Strategist is responsible for shaping a positive digital user experience that guides, informs, and delights users across all company brands and digital properties. They will lead and own the planning, designing, creating, editing, and publishing of relevant content based on the company's business objectives and users' needs. This role is also responsible for working closely with the UX Researcher in usability testing and governance of digital content, collaborating with marketers, designers, developers, writers, project managers, and other key business stakeholders to write, test, and deploy customer-focused content for digital channels.

This position also requires timely and effective communication and collaboration with other designers and stakeholders.

Responsibilities:

• Develop and deploy digital content to enhance the end-to-end customer experience, from microcopy to delivery of product information, instructional materials, and general educational content.
• Define, build and execute web content strategy from a holistic standpoint—systems, platforms, and channels—to create a unified user experience.
• Create content strategies and plans and persuasively communicate to UX designers, product owners, IT, Creative Services, Marketing Partners, and Legal.
• Participate in qualitative and quantitative user research to inform current and future strategies.
• Strives to develop and drive initiatives that align with key corporate values: Do the Right Thing, Serve People, Build Trust, and Aspire for Better.
• Other duties as assigned.

Qualifications:

• 5-7 years in UX/UI writing or professional work experience in a related role.
• Bachelor's degree in marketing, Journalism, Communications, English, Public Relations, or related field.
• A strong portfolio demonstrating a deep proficiency in UX content strategy, writing, and overall design process.
• Proven track record to identify critical content issues and drive resolution on complex UX problems, collaborating with product owners, business stakeholders, SEO, Analytics, and web developers.
• Ability to gather and integrate data and user feedback throughout the discovery, design, and post-launch cycles.
• Understands information architecture and taxonomies in content structure.
• Excellent and persuasive communicator, with the ability to advocate for user experience and content strategy and facilitate alignment on content solutions with various partners.
• Experience in writing for the web, and excellent grammar, writing, and copy-editing skills including the ability to adapt writing style to appeal to different audiences and adhere to established brand voices.
• Familiarity with accessibility, SEO, and analytics reporting tools, to aid in content strategy and creation.