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UX Writer Senior

USAA San Antonio, TX
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Job description

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

We are seeking a dedicated Digital Content Manager Senior for our Member Digital Communications team.

We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in San Antonio, TX, Plano, TX, Charlotte, NC, Tampa, FL, Phoenix, AZ or Colorado Springs, CO. Relocation assistance is not available for this position.

As a member of the Digital Content Team, you’ll use your UX writing/content design skills to help create exceptional digital experiences for our members, potential members and member service representatives. You’ll use member research, competitive analysis, content strategy and content design principles to identify and craft content solutions that drive results. If you want to be a part of a collaborative team that is taking content to the next level at USAA, our team can’t wait to meet you.

What You'll Do

  • Actively owns and manages a line of business relationship, driving prioritization with business partners and exercising persuasion. 
  • Acts as a content strategist at the beginning of projects, translating customer needs and related research into content strategy that informs requirements and drives deliverables. 
  • Identifies content KPIs for individual projects and understands KPIs across assigned lines of business. 
  • Creates quality content that may require minimal line editing. 
  • Provides omnichannel content that is informed by the entire user experience, including other channels, not just the immediate project. 
  • Oversees contractor work as requested by lead or director. 
  • Prepares compelling presentations to present and communicate complex concepts to a diverse audience.
  • Consistently provides guidance and mentoring to team members and acts as an escalation point and ensures issues are resolved.
  • Continuously leverages advanced data-driven, problem-solving techniques and analytical rigor to help identify KPIs for content within each project.
  • Provides required Search Engine Optimization research and information.
  • Collaborates effectively with business partners and stakeholders on projects.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

What You Have

  • Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
  • 6 years experience in a professional content creation and/or content management systems function. 
  • Demonstrated ability to manage content in a matrixed environment across multiple platforms and in support of product/service acquisition.
  • Experience analyzing member and storefront data to make informed decisions.
  • Knowledge of omnichannel content creation.
  • Understands Search Engine Optimization and content development.

What Sets You Apart

  • US military experience through military service or a military spouse/domestic partner [optional]
  • History of working cross-functionally with business, design, legal, compliance and technology stakeholders to identify business problems, provide structured content opportunities, present project-level content strategy solutions, and drive for cohesive and compliant content across platforms.
  • Thorough understanding of Search Engine Optimization, accessibility best practices, human-centered design, user testing, content strategy, video best practices, content design principles, structured content and brand/style guidelines role in effective and efficient user experience content development.
  • Demonstrated ability to work fluently in Figma, SEM Rush, Microsoft Office Suite, and other content creation tools. Knowledge of headless Content Management System as it pertains to the creation, use and publication of structured, reusable content.
  • A portfolio that demonstrates experience creating strategic content for user experiences across multiple consumer experiences and channels.
  •  User experience writing certification is a plus.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What We Offer

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $89,990 - $172,000.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Salary range USD $89k to $172k annual
Date posted 10th April 2024
Commitment Full-Time
Place of work Phoenix, AZ
Apply now Report as expired You will be taken to the employer's website to submit your application.
Apply now Report as expired You will be taken to the employer's website to submit your application.
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