Content Strategist - 10713

Position: Content Strategist
Position Type- W2 Contract - No Benefits
Position Location: Fort Worth, TX
Description:
Why you’ll love this job
We’re a multidisciplinary UX team that drives the user experience for both customer and employee-facing applications. In this position, you’ll be working with the Senior UX Designer and be responsible for creating content across our employee facing customer service tool. You’ll get experience and insight into understanding business requirements, user research and work with product teams to deliver clear, consistent, customer-focused content.
What you’ll do
In this position, you’ll be responsible for planning, creating and managing content across multiple digital channels. The UX Content Designer has a deep understanding of the content planning, tone-of-voice, style and formatting needed to maintain consistency and brand identity. You’ll partner with UX Product Designers and product teams to provide relevant, customer-focused content based on the understanding of our customers’ and employees’ behaviors, needs and pain points. You’ll participate in user research to understand and analyze the performance of content, identify areas for improvement and optimize messaging to ensure it resonates with our end users. This job is a member of the Technology Strategy & User Experience (UX) team within the Information Technology division at American Airlines.

Principle duties and responsibilities

• Provide content strategy to ensure relevant content is delivered contextually
• Collaborate on a content roadmap and conduct content audits
• Establish and maintain operational processes and procedures for managing content requests and delivery
• Lead content governance and implementation of best practices at an enterprise level
• Work with product stakeholders and bring them along as you provide content to ensure messaging is optimized and successful
• Coach and mentor others on content strategy best practices
• Create documentation based on user groups to understand the tone and voice
• Artifacts you will deliver scripts, content strategy, knowledge base articles, and content embedded within the product

All you’ll need for success
Minimum qualifications - education and prior job experience

• Bachelor’s degree in English, journalism, technical writing or equivalent experience / training
• 5+ years creating and executing digital content strategy across multiple channels
• Extensive experience planning for and developing useful, usable content including instructional text, error and confirmation message, taxonomy and SEO

Preferred qualifications - education and prior job experience

• Master’s degree in English, journalism or technical writing
• Experience using a content management or knowledge management system and agent-facing applications
• Experience with technical projects involving AI / machine learning
• Travel industry experience

Skills, licenses and certifications

• Superior writing, editing and proofreading skills: You understand the importance of clearly and concisely communicating for digital channels.
• A proven track record of collaboration across product and UX teams: You can translate complex concepts into easy-to-understand interactive experiences.
• A passion for creating great digital user experiences with actionable knowledge of the digital landscape: Keeping up with industry and user trends, emerging technologies and best practices and trends is fun for you. You’re able to influence decision makers.
• A passionate advocacy for effective, user-friendly communication: You can talk about the importance of consistent messaging across multiple channels and make a case for a strategic approach to content delivery.
• • Collaborate with multiple stake holder groups to gain alignment and input related to content needs.