Senior Content Designer

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Take ownership of the content strategy across eCommerce funnels, covering acquisition, service qualification, plan comparison, cart, checkout, account creation, installation scheduling, order confirmation, post-order education, and self-service journeys.

• Assess how content choices influence customer understanding, conversion rates, support requirements, and overall experience quality downstream.

• Utilize AI-assisted techniques for content analysis, exploration, prototyping, or conversational experiences.

• Develop content frameworks, messaging strategies for specific journeys, decision trees, naming conventions, and recommendations for information architecture.

• Collaborate with product design, product management, analytics, research, marketing, legal, and engineering teams on experience strategy.

• Leverage customer insights, funnel analytics, usability research, experimental outcomes, and stakeholder feedback to prioritize enhancements.

• Lead content design for complex, ambiguous, or high-impact eCommerce projects.

• Establish page hierarchy, customer guidance, progressive disclosure, comparison logic, error recovery, and decision support systems.

• Compose and refine interface content, including headlines, CTAs, labels, helper text, product education, comparison language, error messages, confirmations, and transactional guidance.

• Convert intricate product, pricing, eligibility, installation, promotional, legal, or technical details into comprehensible experiences.

• Guarantee accessibility, use of plain language, inclusive language, responsive design, and measurable customer outcomes.

• Produce content annotations, rationales, content models, and handoff documentation.

• Provide coaching and mentorship to content designers, product designers, and cross-functional collaborators.

• Facilitate content critiques, reviews, and working sessions.

• Create reusable guidance materials, templates, standards, and examples.

• Contribute to content standards, voice and tone guidelines, UX writing patterns, and design-system content components.

• Define and uphold standards for forms, errors, alerts, CTAs, plan cards, comparison tables, checkout steps, eligibility states, confirmations, and post-order guidance.

• Identify inconsistent or conflicting messaging and recommend improvements to governance.

• Collaborate with analytics and experimentation teams to assess content performance.

• Assist with content inventories, audits, journey mapping, and ecosystem documentation.

• Perform other assigned duties.

⛳️ Requirements

• A Bachelor’s degree in English, Communications, UX, HCI, Design, Journalism, Content Strategy, or a related field, or equivalent practical experience.

• At least 7 years of experience in content design, UX writing, product content strategy, or digital content design.

• Practical experience utilizing AI in a professional content-design or content-strategy workflow.

• Experience in shaping content strategy across various digital funnels, customer journeys, or product domains.

• A portfolio showcasing strategic content design, journey-level thinking, systems thinking, UX writing skills, and measurable improvements in experience.

• Capability to distill complex product, pricing, legal, technical, or operational information into clear customer-facing experiences.

• Expertise in mentoring designers, leading critiques, and enhancing content quality within a team.

• Familiarity with product design workflows and collaboration with UX/UI designers, product managers, engineers, researchers, analysts, marketing, and legal partners.

• Proficiency in working with Figma and reviewing content within design files.

• Understanding of accessibility, plain language, inclusive language, responsive design, content governance, and design systems.

• Ability to lead content decisions in ambiguous contexts and effectively communicate strategic rationales.

• Proficiency in English is required; bilingual Spanish is a plus.

• Willingness to work occasional additional hours to meet project deadlines.

🏝️ Benefits

• Competitive compensation.

• Competitive medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Employee assistance program.

• 401K plan with company match.

• Voluntary benefits.

• Paid time off programs.

• Flexible work arrangements including remote, hybrid, office, or field-based options depending on position, business needs, and individual circumstances.

• Technology to keep the team connected.

• Reasonable accommodation during the hiring process.