User Experience Tech Writer II

To shape product experiences by creating useful, meaningful technical text and documents that help users complete the task at hand. Set the vision for content and drive cohesive product narratives across multiple platforms and touch points. Manage user experience writing workflow, maintaining deadlines and ensuring timely deliverables to design team. Serve as lead technical writer on large complex technical projects. Works independently. Determine and recommend messaging solutions that support the user experience and meet brand tone and voice guidelines. Oversee/direct most complex tasks with significant impact and broad latitude.

• Design, write, edit, test, and improve content that makes our products easier to use and helps our members achieve their goals across their respective journeys. This includes product flows, interface language, emails, push notifications, education materials, product names, navigational nomenclature, terminology, taxonomies and other content across Navy Federal’s products and experiences.
• Develop and manage an effective content strategy throughout the product development process and influence strategic decisions across and within products to improve overall experience and ensure messaging consistency and performance that accounts for multiple specific member and business contexts.
• Develop a vision for messaging across a given product and ensure tactical execution to drive cohesive narratives across all digital touch points.
• Utilize storytelling and narrative skills to improve user experience in alignment with the Navy Federal brand’s tone and voice.
• Create and manage content guidelines, principles, and best practices for things like voice and tone, headers, CTA buttons, formatting, and emojis.
• Identify opportunities to define and establish conventions for messaging.
• Inventory and audit existing content to identify gaps and opportunities to improve the customer experience and business performance.
• Collaborate and build strong relationships with key partners across disciplines like product, design, research, customer experience, legal, engineering, marketing comms, and product marketing.
• Advocate for content best practices within the UX Design team.
• Research and analyze moderately complex messaging problems, identify opportunities to solve problems utilizing copy.
• Originate new concepts, strategies or innovative approaches to user experience messaging that have significant impact.
• Work on multiple projects prioritizing them according to project needs, level of effort of tasks and project timelines.

• Bachelor’s degree in English, Communications, Journalism or the equivalent combination of education, training, and experience.
• 3+ years of UX Content Design, UX writing, or Content Strategy experience.
• Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation.
• Ability to lead, guide and mentor others.
• Ability to articulate design concepts to a broad audience, including non-designers.
• Advanced communication skills both verbal and visual.
• Advanced detail and organizational skills.
• Ability to apply analytical, creative, visual, and critical thinking.
• Advanced knowledge of effective writing and editing.
• Experience of user centered design processes and best practices.
• Working knowledge of modern development standards, techniques and methodologies (e.g., HTML, XHTML, AJAX, JavaScript, CSS, etc.).
• Working knowledge of web, mobile and application design.
• Working knowledge of best practices for web and mobile-based content, tools, and forms.

Desired Qualifications

• Master’s degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience.
• Knowledge of financial services industry and products.
• Human Factors Institute Certified Analyst.

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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