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Senior Content Strategist (UX) - option for remote

Company: CustomInk
Location: Charlottesville
Posted on: June 7, 2021

Job Description:

Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That's what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,600+ team members ("Inkers"), we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that's important to all Inkers - no matter what role they're in.

How you'll make a difference:

Custom Ink is a user-centric product company whose goal is to be the go-to platform for custom-designed products. As the first-ever Senior Content Strategist / Designer at Custom Ink, you will define and drive the strategy of how we engage with our customers, through effective content and messaging, across our platforms. You will influence and execute on product experiences for a cross-functional portfolio of work while serving as the content lead and peer lead alongside other design, business, and engineering groups.

You will be responsible for developing in-depth content strategies, standards, and frameworks, as well as understanding and balancing the complexity of both user and business needs to clearly and humanly communicate to customers in a way that yields business impact and customer satisfaction.

What you'll do:

As a Senior Content Strategist, you will:

  • Develop content standards and maintenance across multiple platforms to support customer experiences, as well as build mechanisms for consistency
  • Work directly with UX architects and designers to establish IA and hierarchy of how customers consume information through navigation and complex messaging through the experience
  • Collaborate closely with Marketing and Brand to ensure the transactional, supporting, and validation messaging has the same voice as top-funnel marketing communications
  • Evaluate and identify content gaps and solutions with little guidance and in ambiguous spaces
  • Understand user needs, goals and behaviors, and translates these into thoughtful content and execution plans
  • Articulate content strategies and decisions in an objective, straightforward way
  • Define product and content visions for short- and long-term initiatives
  • Write effective and informative messaging that is tone-appropriate while understanding the value of how language solves problems (e.g., help documentation, tooltips, placeholder text, etc.)
  • Build trusted relationships with product, engineering peers, and stakeholders across the business with a focus on building consensus and driving CX through influence and collaboration
  • Collaborate across the business to understand business complexities and deliver solutions to improve Customer and Inker satisfaction

How you'll be measured:

  • You set a clear direction of the content strategy to support customer experiences
  • You produce high-quality, concise, and error-free work on time
  • You inspire quality and craft across our platform
  • You demonstrate product and systems thinking (i.e., IA, design)
  • You elevate the functional UX strength of both the team itself, the Technology team, and the business as a whole - being an advocate for design-thinking
  • You deliver measurable KPI improvements to the business - either through sales/conversion gains or build in satisfaction or quality control.

What we're looking for:

  • 4+ years of experience in creating and executing content strategies
  • A background in strategy, content design, information architecture, and/or user experience
  • Experience working in and writing for complex content environments such UIs, customer emails, transaction flows, digital media, and/or user education or reference platforms across web and mobile devices
  • Experience working with product and engineering teams
  • A portfolio demonstrating your passion for user-centered experiences
  • Excellent communicator, ability to communicate complex interaction concepts clearly and persuasively across different audiences, and varying levels of the organization
  • Ability to clearly articulate CX decisions in a compelling way and create narratives that bring stakeholders onboard and influence your team members; you have a natural ability to clearly articulate design decisions in a compelling way
  • Open to feedback and critical analysis of work; participates and positively influences critique culture
  • Masters soft skills of empathy, curiosity, and communication while creating an amazing user experience.

Our Perks:

We strive to live by the Golden Rule and create an environment that supports Team Members both professionally and personally. You can look forward to:

  • Working for a nationally & locally recognized top employer with competitive pay, benefits, and perks
  • Opportunities for growth and development
  • Volunteer opportunities through our "Three Hearts Volunteer Team"
  • Wellness Program Offerings

Please submit a letter of interest with your application.

Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please visit

Read about our commitment to the safety of our team members during COVID-19 here.

Keywords: CustomInk, Charlottesville , Senior Content Strategist (UX) - option for remote, Other , Charlottesville, Virginia

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