Support Lead II – Communications, IAM
Navy Federal Credit Union
full-time
Posted on:
Location Type: Hybrid
Location: Vienna • Florida, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $113,300 - $155,850 per year
Job Level
Senior
About the role
- Drive a vision for instructional, educational, and help-based content across all IAM functions, controls, services, and products
- Write clear, concise user interface copy for products, including microcopy, instructional text, and error messaging
- 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 Navy Federal brand, tone, and voice
- Ensure technical documentation is clear, concise, and easy to follow.
- Collaborate with developers, designers, analysts, researchers, and product managers to define and drive user-centered experiences
- Influence writing strategy, anticipate internal/external business challenges, and adapt as needed
- Originate new concepts, strategies, or innovative approaches to user experience messages that have significant impact
- Coordinate writing processes to improve project efficiency
- Ensure all user interface language follows Navy Federal’s conventions for punctuation, capitalization, and grammar
- Identify opportunities to define and establish conventions for digital messaging
- Create and apply user experience models, such as journey maps or personas
- Identify opportunities to solve design problems utilizing text
- Remain knowledgeable and serve as advocate for content best practices within IAM team
- Manage multiple projects under tight deadlines across a broad variety of product categories and audiences
- Proactively identify language concerns and successfully address those issues to ensure projects stay on track to meet project milestones, project time/scope/quality/funding expectations, and business objectives
- Assist both Workforce and Member IAM teams through the Development Lifecycle for multiple projects within various phases, ensuring that the deliverables meet language expectations
- Identify opportunities to improve workflows and efficiency for developing language within products that meet business and member needs
- Work on multiple projects, prioritizing them according to project needs, level of effort, and project timelines
- Perform active check-ins with Workforce and Member leads to ensure all materials are vetted through the technical writing team
- Act as subject matter expert for user insights and user experience best practices
- Oversee and mentor level I team members, when needed
- Perform other related duties as assigned
Requirements
- Bachelor’s degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience
- Expert hands–on experience outside the classroom in technical writing, UX writing, fact-checking, copywriting or content/creative strategy and including instructional, educational and help-based content.
- Expert cross-group collaboration and persuasion skills
- Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
- Demonstrated ability to articulate design concepts to a broad audience, including non-designers
- Expert verbal and visual communication skills
- Advanced detail and organizational skills
- Demonstrated ability to lead, guide, and mentor others
- Ability to apply analytical, creative, visual, and critical thinking
- Expert knowledge of effective writing and editing
- Extensive experience of user-centered design processes and best practices
- Extensive knowledge with modern development standards, techniques, and methodologies (e.g., HTML, XHTML, AJAX, JavaScript, CSS, etc.)
- Extensive knowledge of web, mobile, and application design
- Expert knowledge of best practices for web and mobile-based content, tools, and forms
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical writingUX writingcopywritingcontent strategyproject managementHTMLXHTMLAJAXJavaScriptCSS
Soft skills
cross-group collaborationpersuasionverbal communicationvisual communicationorganizational skillsleadershipmentoringanalytical thinkingcreative thinkingcritical thinking
Certifications
Bachelor’s degree in EnglishBachelor’s degree in CommunicationsBachelor’s degree in Journalism