IBM Senior Content Strategist in Charlotte, North Carolina

Job Description

In IBM DBG CXG we focus on creating no seams, no friction experiences for IBM customers and employees across our complex digital landscape. We are a small but mighty Journey System team helping bring an outside-in focus to IBM. We’re also part of a larger UX and Visual Design team, and work closely with our fellow UX and Visual Designers.

You will help shape the anticipate and shape the conversations we have with our customers in a fast-paced, agile environment. We’re looking for an experienced Product Content Strategist for the digital journey through web, mobile and speech recognition interfaces including interaction flows, chat bot text, product tours, and educational content. You will develop and apply voice & tone standards and elevate the discipline of content strategy within our team. You are motivated and energized by writing and editing in plain language, working hand-in-hand with researchers & designers. You’re a natural storyteller, information architect, and know how to guide people through complex ideas in ways that are accessible and inclusive. Your primary job as a content strategist as an advocate for our users is to help the Digital Business Group’s Customer Experience & Growth team create content flows that will make a user’s experiences of natural, useful, delightful, relevant and trustworthy.

Preferred location: RTP NC AND New York NY

What you’ll do:

  • Establish the foundation for the content strategy discipline within the Customer Experience & Growth team

  • Plan, write, edit, test and improve content including interface language, product education materials, product names, navigational nomenclature, taxonomy, information architecture, project playbacks and other writing

  • Help to strategize, apply and maintain consistency with content standards, and evolve's voice & tone

  • Advocate for the user by talking with real customers to understand their needs and creating content that meets those needs, ensuring our messages speak their language

  • Promote content strategy at IBM and in the broader community of design and content strategy professionals.

  • Work as part of a Customer Experience team to lift the key business metrics that help to grow in relevance to developers and the ecosystem of people who solve problems with complex data

  • Collaborate with designers, offering managers, and developers of all levels and diverse experiences to creatively solve problems and achieve differentiated user and business outcomes

  • Execute clear, concise useful copy and help others do the same

  • Edit or change copy that doesn’t work for users or our business

  • Manage your own process: Identify and execute on high-impact projects, triage external requests, and bring projects to conclusion in time for the results to be useful, taking full responsibility for every detail of your work

  • Mentor and advise content strategists.

Required Technical and Professional Expertise

  • A degree in communications, journalism, design, a related field, or equivalent industry or Military experience

  • 5+ years of hands-on experience creating & executing digital content strategy

  • Demonstrated experience with a wide variety of content strategy methodologies including, but not limited to: writing & editing page-level design in the context of user flows, chatbots & other in-app messaging, product education materials, product names, navigational nomenclature, taxonomy, information architecture, project playbacks

  • Ability to communicate your copy vision clearly and persuasively through verbal and written explanation, to small or large groups

  • Experience working in collaborative design teams, or other multidisciplinary teams

  • Well-rounded understanding of user-centered design process, as well as knowledge of user experience principles

  • Leadership skills to drive content strategy best practices across and through the organization.

Preferred Tech and Prof Experience

  • Please include a link to samples of your work that show an experience across content types. You may want to show us content you’ve created for user interfaces, microcopy, user education, direct or transactional emails or product launch content.

  • A master’s degree in communications, library science, Design

  • 10+ years of experience with digital content strategy

  • 10+ years of experience designing for digital products and interactions

  • Experience working in consultancies or other professional services organizations, or Fortune 500 companies

  • Experience working with remote teams

  • Experience setting up Learning & Content Management systems and tools

  • Experience working in international and multicultural settings.

  • Experience with Learning & Content Management systems and tools at scale.

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.