Job Description:

Principal UX Content Strategist – Associate-facing content

We are looking for an experienced content strategist with proven UX understanding to join our crew! You would help transform our customer service associate experiences, helping phone reps guide people through the ins and outs of complex financial topics, and shape our strategy from “What are we trying to solve here?” to “Hi customer, we’re here to help.”

Our content touches many areas here at Fidelity, from youth accounts to retirement income to crypto. And you could be the problem-solver, big-thinking strategist, and writing enthusiast for any one of them. If it sounds like your skills could be a fit, we encourage you to apply and help us design digital experiences that achieve our mission of improving people’s financial lives.

The role

You’ll spend your time largely on backend content strategy; auditing, content modeling, and helping shape the experience as well as the underlying content structure that makes it possible.

There’s also writing, editing, and optimizing compelling content, and working with multiple teams to define the problem, audit the current state, look for gaps and opportunities, and outline a clear path forward. You’ll be instrumental in figuring out where we can move the needle today, but also how to change our customers’ worlds tomorrow.

You’ll dip your toes into user research every now and then and have many conversations about what we can and cannot say, while staying laser-focused on our users’ point of view. You’ll transform cross-channel experiences that are confusing or disjointed and make them clear and actionable, while upholding our standards and embodying a consistent tone. And last but not least, you’ll help lead our product and project workflows to completion, using measurement and analytics to refine along the way.

The expertise and skills you bring

• Solid strategy and writing chops (7–10 years or more in content strategy, technical writing, UX writing, or copywriting). Experience writing within financial services is a plus. A bachelor’s degree is preferred.
• Strong knowledge of content engineering/content operations/backend content strategy: experience with audits, content management systems, headless, structured content, taxonomy, and information architecture.
• Empathy and understanding. This means you can put yourself in our customers’ shoes, being mindful of accessibility and inclusivity.
• Not afraid to break down complex topics, so they sound more like dinner conversation and less like a white paper.
• Willing to ask for and accept feedback—and yes, this includes working with legal and compliance. Sometimes, the only kind of writing is rewriting, and you’re able to iterate quickly.
• Independence and leading in place. Manage your time and projects, present fresh ideas, advocate for your ideas, and build bridges across the organization.
• Able to thrive (aka lead and collaborate) in an Agile team of designers, researchers, developers and more.

Please submit a writing portfolio or samples when you apply.

The team

You would join a small, tight-knit content team. And you would report into a larger, 130-strong team of creators, visionaries, technical writers, former educators, long-time journalists, and passionate poets of all different backgrounds. Even though we’re big we feel small, and there is plenty of support to upskill in your craft, discuss everything down to the Oxford comma, and grow in your career.

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