Job Description

• Content Experience Designers are customer obsessed in developing human-centered experiences that provide personalized, clear, helpful, and inclusive digital plus human solutions for our
• customers.
• Experience designers consider the why, what, and how of product use to help identify where user needs intersect with business goals across the entire user journey.
• Leverages human-centered design methods (design-thinking, service design, research/insights, etc.) to plan, create, and present persuasive, engaging, and strategic ideas that influence product roadmaps and demonstrate a solution's potential for success.
• Performs competitive analysis of direct/indirect competitors and monitors themarketplace for new trends to inform the research and design process

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• What Content Experience Designers do
• Gather and assess business requirements for new or enhanced products.
• Use quantitative and qualitative data; ensure content decisions are informed by real user needs and influence human behavior.
• Employ a range of human-centered techniques (personas, user flows, content audits and wireframes) to determine content design.
• Ensure end-to-end digital experiences are accessible and compliant.
• Update content documents (CMS, design files and/or other documentation tools).
• Fully internalize Shield system, applying existing standards to new work.
• Participate in content community of practice (COP) events and efforts for personal development and peer support.
• Formally observe user interviews and usability sessions.
• Validate content in a test environment before it gets released to production.
• Work in an Agile environment, which includes planning epics, writing sprint stories and participating in regular Agile ceremonies. Must become adept at using Agile tools like Jira and Confluence.
• Higher levels will contribute to sizing and scoping.

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Basic Qualifications

• Bachelor's degree, with an emphasis on English, Writing, Technical Writing, Journalism, Content Strategy, or Library Science preferred, or equivalent experience
• Typically three to five years of relevant experience
• Deep proficiency with Figma
• Effective presentation, verbal and written communication skills

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Preferred Skills/Experience

• Expert understanding of the principles of content strategy and information architecture as well as deep experience with user-centered design (from concept to delivery)
• Significant experience writing a variety of digital content for instructional, transactional and marketing experiences – including navigation labels, form fields labels and messaging, error messages, contextual help messages, alert messages and FAQs
• Experience working in a cross-channel environment, including desktop, mobile and voice; internal facing systems experience a plus
• Strong skills in managing ambiguity, working autonomously and multitasking
• Ability to meet ambitious deadlines and deliver high quality work on schedule, including quickly turning around plans and reports
• Exceptional at communicating complex concepts clearly and persuasively across different audiences and varying levels of the organization

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