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Senior UX Content Strategist

New York, NY | Job #319256
Job Title: Senior UX Content Strategist
Location: New York, New York
Type: Freelance / Contract
Our telecommunications client in New York City is looking for a Senior UX Content Strategist. In this role, you’ll play a lead role shaping process and thought leadership communications, coaching others in best practices, and championing the value of carefully crafted language and consistent delivery across the entire Customer Journey. You will lead the creation of cross-channel Content Strategy for service experiences, ensuring consistency of voice, tone, and nomenclature coordinated across touch-points (digital, care, retail, etc.) throughout the Customer Journey. Work will span the entire design process from front stage interactions with customers to backstage processes that support creation and management of content. Content to be created and organized may include a range of written outputs, from customer value propositions to conversational UI copy and customer care guidelines.

Senior UX Content Strategist Responsibilities: 
  • Understand the broader user’s journey with a product, to define and create best practices for ensuring content is consistent, accessible, understandable, actionable, and engaging across touch-points
  • Document and maintain content specifications outlining content components and guidelines to ensure a consistent messaging across touch-points, with attention to core product and related touchpoint (retail and care trainings, emails, direct mail, etc.)
  • Write and edit experience design copy – from key messages and naming that establishes brand tone and voice to detailed steps in service journeys, enrollment flows, emails/notifications, transactional experiences and more
  • Define overall voice and tone guidelines that complement design principles and brand strategy and ensure they are embodied in the product
  • Define objectives and success criteria for content, gather and analyze existing content, and identify and implement recommendations for improving content, whether it’s defining the tone of a new service experience or evolving an existing experience to be even better
  • Recommend strategies for sunsetting content and propose both short- and long-term solutions as new products are launched
  • Partner with design researchers to propose research initiatives, define research goals, and create research stimuli, translating findings into plans of action that drive refinements
  • Partner with IT to understand technical implications of content and help implement content accessibility standards
Senior UX Content Strategist Requirements:
  • 6+ years of experience of content strategy and writing that includes design industry thought leadership as well as a diverse range of web and mobile customer experiences
  • Bachelors or Masters Degree in English, Communications, Professional & Technical Writing, Design, or related field and a portfolio of impressive work
  • Extensive experience communicating human-centered design methodologies, empathy for end users, and teaching and learning from others to shape process and culture
  • Capabilities in secondary areas including UX design, visual design, research, online messaging and branding, information architecture, editorial strategy, search engine optimization, metadata strategy, and content distribution strategy (including email marketing)
  • Ability to work out of New York City office
Job ID: 319256DC
We are passionate about connecting you with the right role at the right organization—and providing you great benefits for the great work you do. With an attractive compensation package including competitive salary, 401(k) plan, weekly paychecks, holiday pay and a health benefits program, we have you covered.

Cella is an award-winning leader in consulting, staffing and managed solutions for creative, marketing, digital and proposal development teams. We help people build meaningful careers and partner with companies to help them win. Our staffing solutions include freelance, contract, temporary, temp-to-hire and direct hire positions. Cella is the only creative staffing firm to win the Best of Staffing® Client and Talent Awards for 10 years running. And as a Certified Women’s Business Enterprise, we proudly help clients meet diversity objectives, too. Cella is an equal opportunity employer.