Description:

A client of TEKsystems is hiring for a Content Designer to join their Frontline Experience Strategy & Design team to help us in continuing to deliver a best-in-class experience to agents, retail stores, and technicians across the nation.

The ideal candidate would be a versatile professional with a mix of skills in content creation, strategy, information architecture, and user experience, all while working in close collaboration with design, product, and engineering teams.

As a Content Strategist, you will be very hands on in the work spanning various tracks as a “player/coach” to evolve and elevate our core experience. You will partner with stakeholders at various levels of the organization, including leadership teams, product owners, design peers, engineers, legal and policy teams, scrums masters and other cross functional partners.

Being Product and Design minded are table stakes, but you’ll also need a mastery of soft skills that help you collaborate with different disciplines and successfully build relationships with stakeholders and ship products.

Job Description

Core Responsibilities

• Aligns content with user needs, by knowing the right information to present at the right time and in the right format

• Serves as an expert content consultant during the detailed design phase by reviewing interaction design, copy, and information architecture for best practices.

• Helps bridge business goals and user needs through user-centric content

• Makes research-informed and data-based recommendations for content development

• Crafts reusable strategies that govern the creation and management of content

• Designs, leads, and analyzes content for project initiatives. Plans, facilitates and manages usability evaluations.

• Strategizes with team regarding content analysis, measurement and success.

• Independently creates both long-form and short-form editorial and instructional content

• Sets guidelines for the tone, style and voice of branded Care content

• Sets editorial strategy so content is consistent and compelling across all delivery streams

• Adhere to a consistent brand philosophy and collaborate with Brand Identity team on the Care audience’s needs

• Review software development information architecture for standards such as labelling, taxonomies, and opportunities

• Articulates user experience issues/concerns and overall content principles to team members. Ability to synthesize and communicate the implications of user research findings and business requirements

• Participates in discovery sessions and assists in defining business requirements, discovering user personas/archetypes, and interpreting user goals/priorities.

• Conducts content audits of existing systems and web sites, based on clarity and usability best practices, and prepares reports of findings and improvement recommendations.

• Develops content standards, methodologies, and repeatable processes for delivery of user experience. Creates content hierarchies, site maps, and navigational models that are aligned with the defined and/or expected user experience and business requirements

• Strong experience in user interface design and copywriting with proven ability to write for functional and usable interfaces

• Experience developing deliverables and documentation to communicate the

• Translates concepts into interactive experiences through the design and/or implementation of web site architectures.

• Analytical problem-solving skills, excellent writing and presentation skills with experience in outlining functional specifications and content requirements (concurrently with interface design) based on content inventories, task analysis, card sorting

• Consistent exercise of independent judgment and discretion in matters of significance.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

The ideal candidate:

Attention to detail – Provides accurate, consistent copy on all content development projects in a useable format and on a timely basis to others who need to act on it. Maintains a checklist, schedule, calendar, etc. to ensure that small details are not overlooked. Work requires little or no checking/oversight. Writes down important details in JIRA or Confluence so the details are not lost or forgotten. Adheres to the company's Content Guidelines and documentation processes already established.

A champion of the customer experience– Will use content-strategy and content-first methodologies to put the customer front and center. Has an understanding of user experience principles and product experience, with a high level of comfort working side-by-side with experience designers, from UX, to UI, to service design. Demonstrates leadership behavior when working with cross functional partners—business, finance, product, technology—to determine the best experiential requirements and manifestation of products for our customers.

Independent ownership and initiative — Ability to leverage independent judgement on the creation, maintenance, deployment, and documentation of content and copy tasks. Takes initiative to determine project requirements, plans, and manage expectations across other teams, peers, and design/content members. Determines the most accurate and effective methodologies, tools, and processes to achieve the copy and experience objective. When blocked, take initiative to “think outside the box” and attempts to unblock yourself. Be proactive in establishing and following up on advancing content tasks.

Quality of deliverables & organization — Ensure that deliverables meet standards established by the Design, Product, and Content teams. This includes requirements, slide deck presentations, confluence page structures, content within word documents and other types of deliverable. Presentations should be accurate, well formatted, easily understood by non-technical audiences, and convey abstract concepts in an easy-to-understand manner. All work products should be delivered in a professional capacity, ensuring that the deliverable standards outlined above are maintained. Clear and accurate grammar & punctuation is an absolute must. Work products, including presentations (“decks”), should be provided as part of the project work w/o additional requests.

Communication and Interpersonal effectiveness– Demonstrate written/verbal communication skills for all deliverables through status meetings, presentations, identifying roadblocks and timely updates on issues. Build positive relationships and partnerships within the team and other disciplines. During each project/task kickoff, confirm the objective is clear and understood. Utilize that time to get as many open questions answered. Document these items in an effective manner that translates to actionable tasks to be worked on. Notify appropriate channels and individuals when road blocks or challenges at met. If a task is completed early, look to set up reviews/check-ins sooner than the established deadline. Additional aspects of the role: Provide copy leadership, expertise and support

Quickly comprehends the nuances and complexities of core products, services and features and translates the innovations/upgrades we launch into meaningful consumer-facing copy that’s consistent with our brand guidelines (voice, personality, core messaging, etc.)Writes with a strong focus on the user perspective while remaining mindful of overall business objectives.

Collaborates with design team, Product and Brand when appropriate in order to properly convey direction to users (through language, tone and nomenclature) in order to simplify/improve the overall user experience and meet business requirements.

Create fresh content that adheres to the brands voice while working with team leads to further establish brand tone and copy guidelines. All project deliverables will be executed according to these guidelines and departmental best practice. Translates information architecture (user flows, wireframes, user research, etc.) into proper strategic user experience (UX) copy. Reviews, critiques, and edits design documents. Present work to peers, partners and management in a clear, professional manner. Where appropriate, include research that will support chosen strategies. Maintains internal documentation library, providing and/or coordinating special documentation services as required, and oversight of special projects. Provide copy-decks in alignment with overarching business and user experience goal

Experience Level:

• Generally requires 3-5 years related experience

• Bachelors Degree or Equivalent

• Experience developing consumer-focused content, preferably for the web. IVR or voice experience is a plus.

• Familiarity with the best practices in information architecture, usability and content design

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Additional Skills & Qualifications:

• We are working on the frontline agent tools - these people are in the cost centers. Retail agents in stores, technicians that go into people houses, the tools they use, and we are creating new processes and ways of working. These are very step by step task based for different agents. There's a lot of content - this new hire will be working on those step by step processes for these employers

• They will be doing 80% tactical, 20% strategic work. Tactical end of the job - producing conversational flows, helping out with conversational design for recommendations and pads. Feature builds, content builds.

• Strategic - This role might do some content audits, some content management and creating standardized content guidelines. A candidate should be able to speak to both but be stronger on the tactical side

○ They are trying to put together a conversational flow that can guide agents through a call with the customer. Create an outline that each step that each person so the designer knows what to compare for

○ The have a dedicated UX writer on this team - we are looking for a content strategist/designer.

• Any exposure to Information architecture, working with a product team and partnering with UX is important

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.