Lead UX Content Strategist

Job Summary

The Lead UX Content Strategist serves as a lead individual contributor within a cross-functional product team, shaping content strategy, channel alignment, standards, and governance for reimagined digital self-service customer experiences.

In this role, you will define a content approach that improves clarity, findability, usability, and consistency across complex customer-facing experiences.

Job Responsibilities

• Lead content strategy and content design direction across assigned areas of digital self-service customer experiences
• Write, edit, and improve content provided by business stakeholders, content owners, subject matter experts, and partners to ensure clarity, consistency, usability, and alignment with content guidelines
• Create, edit, and refine high-impact customer-facing content, content patterns, and exemplars for priority experiences when strategic support or hands-on execution is needed
• Partner closely with product, design, business, communications, and development teams to align content decisions with user needs, operational realities, and business priorities
• Lead content quality, consistency, and UX decision-making across assigned areas of the customer experience
• Establish and evolve content standards, style guidance, templates, and governance practices for customer-facing experiences
• Conduct regular content audits to improve accuracy, relevance, clarity, and consistency across customer-facing features and transactions
• Partner with lead content strategists across cross-functional teams, helping build shared understanding of content best practices, governance expectations, terminology alignment, and sustainable content operations
• Influence cross-functional decisions that improve customer content and service experiences across partner teams
• Shape content structure, taxonomy, consistency, and accessibility approaches that help customers locate information, access self-service tools, and engage with operating company programs and services
• Use customer feedback, data, analytics, research insights, and performance data to set priorities, measure transaction effectiveness, and drive continuous improvement

Basic Qualifications

• Bachelor's degree in communications, English, journalism, marketing, information architecture, library science, or a related field
• 7+ years of experience in content strategy, content design, UX writing, information architecture, or digital content leadership
• Experience leading content strategy or managing content for customer-facing, self-service, transactional, or other complex digital experiences
• Strong content strategy and editorial judgment, with the ability to define standards, write and edit complex content, guide contributors, and improve content quality at scale
• Ability to simplify complex internal, operational, technical, or regulatory information
• Excellent communication and collaboration skills with the ability to influence stakeholders and work effectively across product, content, design, development, communications, HR, and implementation partner teams
• Understanding of accessibility and inclusive content practices
• Experience working in Agile product environments, including participation in sprint planning, backlog refinement, and delivery ceremonies
• Experience establishing content standards, governance practices, editorial workflows, or reusable guidance for complex digital environments

Preferred Qualifications

• Advanced understanding of accessibility and inclusive content practices, including the ability to apply them to complex digital experiences and reusable content patterns
• Experience working in Agile environments, including participation in sprint planning, backlog refinement, and delivery ceremonies.
• Experience working on a corporate design team or in utility, energy, or regulated industries is a plus.
• Proven leadership in the development or application of content standards, style guidance, governance models, or editorial workflows for complex digital environments
• Proficiency using content analytics, search insights, customer feedback, or research findings to prioritize improvements and improve clarity, findability, and content performance
• Demonstrated ability to mentor contributors, guide distributed content owners, or serve as a lead content advisor within cross-functional teams