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UX Content Strategist

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AQUENT is partnering with one of our COOLEST clients to help them identify a UX Content Strategist for their team in Richmond, VA.

A typical day in the life of a UX Content Strategist at this client:

- Lead a journey-mapping session to outline the customer experience for common tasks, understanding what questions customers ask, where they get stuck, and how we can help them.
- Sit beside customer service agents and listen to customer calls to understand the language customers use when describing their needs and questions, and to learn what information would best help customer service agents answer those questions.
- Run a two-hour workshop with a product team, helping them find the human language around the feature.
- Develop content principles for information customer service agents use when on the phone with customers.
- Use those principles to audit current content. And, coach teams on how to create new content incorporating the principles.
- Work with a teams to co-write content, including conversation structure, ideal phrases, human language, and ideas on how to best present the content for readability.
- Create and test prototypes to learn the ideal hierarchy and structure of content.
- Brainstorm with tech and product partners on how to design the systems for managing and delivering content
- Answer email. (We’re all trying to spend less time on this, but let’s be real.)
- Join a Content Strategy team weekly to share wins, questions, business updates, and team goals.
- Co-create a user-testing script and conduct content tests to uncover how to make content easier to understand and in the customer’s language.

Your days look like that because:

- Their mission is to change their industry for good. We’re all humans with unique emotions and messaging HUGELY influences how we feel about the institutions we’ve entrusted.
- The Content Strategy team’s mission is to bring simplicity, ingenuity, and humanity -- and personality, where appropriate -- to their customers’ experience. It’s a big responsibility, but that means it’s also a big opportunity to do something real, good, and important for millions of real people.
- The Design organization’s mission -- of which Content Strategy is an integral part -- is to Design for Impact. That’s leading the charge toward a new way of working. We emphasize a design mindset, rapid iteration, and lean development, no matter what we’re working on.

You’ll need to be pretty dang good at wearing these hats:

- Customer Advocate -- You'll dig into who our customers are and what language they use, then ensure our products speak their language
- Writer -- You’ll build trustworthy relationships with customers by making "simplicity and humanity" core facets of our product content
- Editor -- You'll cut or change what doesn’t help audiences find, understand, and choose us
UX Designer -- You'll establish a cohesive conversation with users, both within and across our many digital experiences
- Researcher -- You’ll test your content on real customers, iterate until it’s clear as a bell, then see it rolled out to millions of people
- Data Scientist -- You'll study analytics and use data to drive your messaging decisions and support/dispel your assumptions

You’ll love your job THE MOST if you:

- Want to be a part of changing an industry for good
- See words as an incredibly powerful tool for connecting with people
- Are passionate about the customer and want to use your influence to design experiences that build trust and help people
- Commit only to what is essential, and your calendar and to-do lists reflect that
- Are articulate and prepared, able to confidently substantiate your decisions to peers and senior-level executives alike
- Have a positive yet practical attitude; we could call your colleagues and they’d gush over how much they love working with you
- Work quickly without compromising quality, knowing that iteration and testing are part-and-parcel to designing exceptional user experiences
- Take initiative, aren’t afraid to fail, ask thoughtful questions, and constantly seek better ways of working and communicating

Additional Notes:
•Top 3 skills required?
-Evaluating & creating new content with humanity & clarity
-Coaching and facilitating teams during the content creation process
-Auditing content & modeling--- structuring content and finding the common structure to properly display and present the content

•Nice to have:
-Wire framing experience
-Information architecture
-User testing
-UX design experience

•How many years of experience?
- 3-5 years of relevant experience

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