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Senior Content Designer - Help FAQs

  • Location: Charlotte, 28282
  • Job Type:Contract

Posted 7 months ago

Work with the brightest minds at one of the largest financial institutions in the world. This is long-term contract opportunity that includes a competitive benefit package!

Our client has been around for over 150 years and is continuously innovating in today's digital age. If you want to work for a company that is not only a household name, but also truly cares about satisfying customers' financial needs and helping people succeed financially, apply today.

Position: Senior Content Designer - Help FAQs
Location: REMOTE OR San Francisco CA,  Minneapolis, MN, Charlotte, NC
Term: 12 months

We work closely with Product and Technology partners to ensure our vison and designs are outcome-oriented and customer-centric with a keen focus on delivering value to our customers and for our business. Content Designers are primarily responsible for creating and editing project deliverables, including copy deck, message matrix, content plan, lexicon, user assistance plan, and user assistance, as well as participating in product/service naming workshops. Content Designers will partner with their customer experience design partners in interaction design, visual design, and accessibility to deliver a great customer experience.
This current role is specifically requiring 
Skills specifically in:  Help, FAQs, demos

Content Designers also provide input on digital business plans, programs, and initiatives that include content strategy and creation, overall customer experience, and gather analytics/metrics/research to inform product content.

You are:

  • A strong writer with the proven ability to manage multiple deadlines and priorities to consistently meet partner expectations.
  • Team oriented as each project requires close collaboration with various teams to develop content that best supports customers’ needs and complies with documented standards.
  • Experienced in the Agile design methodology and the overall UX design process from idea to launch.
  • Experienced documenting wireframe screen content and creating user-facing customer support content, content audits, lexicons, and plans to create/improve content.
  • Able to work under strict deadlines and manage multiple, concurrent projects.
  • Comfortable working with cross-functional teams to collaborate/solve design and content problems and leading content reviews to present a POV as well as gather input/feedback.
  • A resourceful self-starter.

Desired Qualifications

  • Demonstrated experience with UX design processes, including UCD principles.
  • This current role is specifically requiring Skills specifically in:  Help, FAQs, demos
  • Omni-channel (browser, tablet, smartphone) writing experience for responsive design.
  • Demonstrated experience with American for Disabilities Act (ADA) accessibility compliance requirements and implications for content preferred.
  • Previous experience with Financial Services preferred.
  • Previous experience working with design systems and established standards preferred.
  • Proficiency with MS Office Suite, Adobe Pro (X up), TechSmith Snagit (for screen capture, data scrubbing), SharePoint, Confluence, JIRA, Skype, Zoom, Invision, Invision Freehand, and standard browsers/web technologies.

Required Qualifications

  • 5+ years of UX writing experience for online and mobile products.
  • Demonstrated experience documenting wireframe content (UI copy) and interactive messages. (Samples required).
  • Demonstrated experience creating content audits, plans and lexicons. (Samples required).
  • Demonstrated experience creating customer-facing instructional and help copy, including relevant imagery from the product/service (screenshots or info graphics). (Samples required)

You will be responsible for

Develop customer-focused content, including UI copy, labels and definitions, in-flow and on-screen messages, and instructional/help (user assistance) content in compliance with standards and content strategy.

  • Engage across multiple teams to gather and clarify content and requirements.
  • Collaborate with User Experience teams to ensure consistency across deliverables to inform editorial standards and considerations.
  • Deliver content in required formats working with internal customers to ensure deliverables support Business and Technology requirements.
  • Work with project teams to establish timelines and due dates for specific deliverables and provide ongoing status.
  • Estimate project scope and manage partner teams’ expectations around process, deliverables, and timelines.
  • Analyze content for consistency, accuracy, adherence to Wells Fargo style and brand standards, and user experience implications.
  • Provide content recommendations visually, when necessary (such as PowerPoint slides to show suggestions)
  • Provide peer reviews and feedback as needed.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.