UX Content Strategist

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

📋 Description

• Take full ownership of the UX strategy from the discovery phase to launch and subsequent optimization.

• Lead the discovery process by translating client objectives, audience requirements, operational constraints, and program limitations into effective UX strategies.

• Create conversation designs, scripts, content guidelines, journey maps, kickoff documents, and optimization suggestions.

• Balance business goals, feasibility, brand voice, privacy, legal, and compliance considerations.

• Manage deliverables throughout the stages of review, revision, approval, launch, and post-launch analysis.

• Simplify complex clinical, payer, benefit, and program details into clear, empathetic, and actionable language.

• Identify instances where healthcare messages require validation, escalation, or careful management of privacy and protected health information.

• Collaborate with client subject-matter experts and internal teams to address incomplete, conflicting, or evolving requirements.

• Develop reusable patterns, frameworks, and guidelines to ensure consistent healthcare experiences.

• Work alongside Client Success, Solutions Consulting, Implementation, Project Management, Production, Data, and other cross-functional teams.

• Facilitate or contribute to discovery sessions, kickoffs, conversation design reviews, and optimization talks.

• Present work, articulate reasoning, and guide stakeholders towards making decisions.

• Resolve open questions, highlight risks early on, and maintain project momentum.

• Enhance intake processes, handoffs, templates, documentation, and UX operational practices.

• Link content and journey decisions to metrics such as engagement, completion rates, click-throughs, responses, transfers, appointments, conversions, satisfaction, and more.

• Analyze performance indicators and client feedback to suggest modifications to message strategy, cadence, sequencing, calls to action, and journey structure.

• Develop practical split tests and hypotheses.

• Thoughtfully employ AI-assisted workflows while ensuring human judgment and thorough quality, brand, privacy, and compliance reviews.

⛳️ Requirements

• Significant professional experience in healthcare, health insurance, health services, digital health, patient or member engagement, or a related field.

• Strong background in UX content strategy, content design, or a similar discipline.

• Proven ability to manage complex projects from discovery to delivery, including strategy, writing, review, stakeholder alignment, and iteration.

• Experience in transforming complex or regulated information into clear, user-friendly, action-oriented content.

• Excellent writing and editing skills across various conversational channels such as SMS, IVR, voice, email, web, and surveys.

• Comfortable facilitating meetings and presenting work to both clients and internal stakeholders.

• Ability to juggle multiple concurrent programs, prioritize tasks under pressure, and communicate clearly about scope, trade-offs, timelines, and risks.

• Collaborative mindset and a willingness to contribute to system improvements.

• Strongly preferred: experience with health plans, payers, Medicare, Medicaid, quality programs, risk adjustment, HRA or AWV initiatives, medication adherence, care management, transitions of care, or member engagement.

• Strongly preferred: experience designing for diverse populations with varying health literacy, accessibility, language, age, or care needs.

• Strongly preferred: familiarity with healthcare privacy, PHI-sensitive workflows, regulatory reviews, or client approval processes.

• Strongly preferred: experience with multi-step journeys, branching logic, personalized content, transfer flows, surveys, or conversational AI.

• Strongly preferred: utilizing performance data or experimentation to enhance content and journey outcomes.

• Strongly preferred: experience in developing reusable frameworks, templates, or playbooks.

• Strongly preferred: comfort using AI-assisted tools while ensuring human oversight and accountability.

• A cover letter is required, detailing your interest, relevant experience, cross-functional collaboration, and an example of tackling a complex content or experience challenge.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance options.

• Generous paid time off and holiday policies.

• Opportunities for professional development and continuous learning.

• Collaborative and inclusive work environment.

• Flexible working arrangements to support work-life balance.