Senior Content Designer
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Job Description
Senior Content Designer shaping content strategy and UX writing across Brightspeed’s fiber internet eCommerce journeys. Leading systems, accessibility, AI-assisted content, and design-team mentorship.
Responsibilities:
- Own content strategy across eCommerce funnels including acquisition, service qualification, plan comparison, cart, checkout, account creation, installation scheduling, order confirmation, post-order education, and self-service journeys
- Identify how content decisions affect customer comprehension, conversion, support needs, and downstream experience quality
- Apply AI-assisted methods to content analysis, exploration, prototyping, or conversational experiences
- Create content frameworks, journey-level messaging strategies, decision trees, naming systems, and information architecture recommendations
- Partner with product design, product management, analytics, research, marketing, legal, and engineering on experience strategy
- Use customer insights, funnel data, usability findings, experimentation results, and stakeholder input to prioritize improvements
- Lead content design for complex, ambiguous, or high-impact eCommerce initiatives
- Define page hierarchy, customer guidance, progressive disclosure, comparison logic, error recovery, and decision support
- Write and refine interface content including headlines, CTAs, labels, helper text, product education, comparison language, errors, confirmations, and transactional guidance
- Translate complex product, pricing, eligibility, installation, promotional, legal, or technical information into clear experiences
- Ensure accessibility, plain language, inclusive language, responsive design, and measurable customer outcomes
- Create content annotations, rationale, content models, and handoff documentation
- Coach and mentor content designers, product designers, and cross-functional partners
- Lead content critiques, reviews, and working sessions
- Create reusable guidance, templates, standards, and examples
- Contribute to content standards, voice and tone guidance, UX writing patterns, and design-system content components
- Define and maintain patterns 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 governance improvements
- Partner with analytics and experimentation teams to evaluate content performance
- Support content inventories, audits, journey maps, and ecosystem documentation
- Perform other duties as assigned
Requirements:
- Bachelor’s degree in English, Communications, UX, HCI, Design, Journalism, Content Strategy, or a related field, or equivalent practical experience
- 7 or more years of experience in content design, UX writing, product content strategy, or digital content design
- Practical experience using AI within a professional content-design or content-strategy workflow
- Experience shaping content strategy across multiple digital funnels, customer journeys, or product areas
- Portfolio demonstrating strategic content design, journey-level thinking, systems thinking, UX writing craft, and measurable experience improvements
- Ability to simplify complex product, pricing, legal, technical, or operational information into clear customer-facing experiences
- Ability to mentor designers, lead critiques, and raise content quality across a team
- Understanding of product design workflows and collaboration with UX/UI designers, product managers, engineers, researchers, analysts, marketing, and legal partners
- Comfortable working in 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 situations and communicate strategic rationale
- English required
- Bilingual Spanish is a plus
- Occasional additional hours may be required 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
- Remote, hybrid, office or field-based work arrangements depending on position, business needs and individual circumstances
- Technology enabling the team to stay connected
- Reasonable accommodation during the hiring process
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