UX Writer/Product Content Strategist

As a UX Writer at Keap, you’ll act as a design partner in creating useful, usable products for our customers. You’ll take the lead when it comes to designing with words, collaborating on everything from engaging first-time-use experiences, to defining clear and concise interface copy. 

Product Design at Keap

The Product Design and Experience (PDX) team at Keap is responsible for leveraging product and content design to solve important problems that will help our customers grow their businesses. We use workshops, design sprints, research and design expertise as tools to help us achieve our objectives and deliver the right solutions. 

We have a dedicated DesignOps team that helps focus on the overall efficiency of the design organization as well as the design system. We also have a team of dedicated UX Researchers to lead and support user research efforts. 

Responsibilities

• Lead product content strategy across all web and mobile applications.
• Elevate the quality of product copy, making sure it is backed by data, conveys clarity of thought, and is compelling and action-oriented.
• Define and apply product content standards, ensuring that all users have a clear, consistent, and effortless experience.
• Collaborate with product teams and internal stakeholders to define interface content standards and hone content systems.
• Lead with empathy by anticipating customer needs based on their objectives and explore innovative solutions.
• Create user-centered solutions by considering customer feedback, site metrics, and usability findings.
• Use business requirements and customer research to assist in developing scenarios, use cases, content frameworks.
• Push back if and when needed, ensuring customer confidence and trust is always at the forefront of content and design decisions.

Requirements

• 1-3 years of experience working as a UX Writer or Content Strategist — even better if that experience is product-oriented.
• A strategic mind that thinks in terms of customer goals and outcomes.
• A knack for being able to string together complex ideas into simple, articulate frameworks that make learning effortless for our customers.
• Ability to think about and write content focused on nuanced technical concepts.
• Ability to understand and build user flows that span the end-to-end user experience.
• Outstanding clarity of thought in communication and analysis, and the ability to explain complex user experiences in simple terms.
• Ability to consider the long-term scalability of content decisions — this applies to naming conventions, design system components, and more.
• Experience thinking visually and hierarchically - you know how to prioritize what messages should be conveyed, in what order, and to the level of detail. 
• You must be a creative problem solver with the ability to illustrate concepts with words.
• Outstanding written and verbal communications skills, as well as the ability to explain why that matters to non-writers. 
• Basic understanding of the design thinking process.
• Bachelor's degree in design, human-computer interaction (HCI), communications or equivalent professional experience.
• Experience working in collaborative teams and working directly with UX/UI designers, product managers, and developers for implementation of content.
• Ability to manage multiple projects at once.

Better if…

• Background working in is a SaaS product team
• Experience with UX writing for complex workflows and/or software products
• Experience working with user research, and able to analyze customer feedback
• Demonstrated history of understanding customer data (e.g., conducting usability studies, performing user research) and leveraging it for developing precise content
• Experience working in Figma, Sketch, or similar design tools
• Experience working with user testing platforms like Usertesting.com, Userzoom, or similar research tools.

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed.  We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.