Responsibilities

• Assessing customer needs and creating high-impact content for web pages, digital applications, chatbots, user guides, and other customer-facing assets
• Structure content, write it, apply it in user-focused page design, and track its effectiveness
• Communicate user benefits over features and apply mastery of content taxonomy, SEO, service design, and optimizing customer journeys
• Understand the audience and clearly communicate how content addresses their needs
• Clearly communicate content issues and solutions to stakeholders at various levels
• Align content with business goals, stakeholder objectives, and user needs
• Inventory and audit content on a local or enterprise level
• Copywriting to motivate action and support content marketing needs
• Conduct in-depth research on industry topics to develop original content and optimize current content
• Edit and proofread content for errors and inconsistencies

Requirements

• At least 3 years of Website Content Writing experience for large websites with multiple departments and sizable portfolios of services, informational assets, and applications
• Experience in creating high-level content strategies focusing on taxonomies, user journeys, and human-focused design
• Experience planning discovery, analysis, segmentation, creation, delivery, tracking, and governance of content
• Ability to align content with business goals, stakeholder objectives, and user needs
• Experience inventorying and auditing content on local or enterprise levels
• Copywriting proficiency aimed at motivating action
• Experience conducting in-depth research on industry topics to develop original content and optimize current content
• Experience creating content for content marketing needs (advertising, social media, email campaigns)
• Editing and proofreading content for errors and inconsistencies
• Experience conducting keyword research, developing SEO strategies, and using best practices to increase SERP and traffic

Preferred

• Proficient in Sitecore CMS
• Bachelor's degree in UX, Web Design, Communications, Marketing, English, Journalism, or related field
• 3 years of website content writing for a company or institution in a full-time role with defined project-driven goals
• Proficient in Digital content standards and plain language guidelines
• Experience with chatbots, search consoles, and helpdesk services
• Proficiency with content tools, especially development, inventory/auditing, and SEO tools
• A portfolio of published online content
• Industry certification in a field-related discipline
• 1 year of experience using customer relationship management platforms such as Salesforce
• 1 year of experience using Google Analytics (preferable GA4)