Director of User Experience Content Design
Summary
As our Director of UX Content Design, you’ll be a strategic leader, building a cohesive content strategy that drives feature engagement and supports a seamless user experience that delights our customers. You’ll be responsible for driving sustainable user experience content initiatives that enable self service, which improves the experience and drives down support contacts.
This includes evolving and socializing the vision for user experience content design, including maximizing the tools that enable it, as well as aligning with content creators across the organization to create well-orchestrated experiences that feel like it's all Workiva. If you’re known as an amazing manager, communicator and collaborator, and you have a knack for inspiring others - this role may be right for you.
Responsibilities
- Craft a content design vision and strategy to ensure outcome-driven work based on understanding of customer and business needs. Establish OKRs for content delivery and usage.
- Through cross-functional collaboration, champion and drive high-quality content across Workiva's ecosystem.
- Build a strong sustainable organization with high levels of employee engagement by attracting and developing superior talent, providing mentorship and coaching to enhance overall skills and performance, critiquing work, and supporting career growth.
- Proactively identify and contribute ideas as a catalyst for driving positive change, occasionally leading initial phases of strategic projects and supporting content design work as needed.
- Create a feedback loop for the content that is supported by user stories as well as data. Data-driven decision making can come from a combination of product analytics and contact center data.
- Align tools and processes to drive feature adoption and engagement of new releases, as well as improve the existing processes to create a consistent, repeatable experience for our team and our customers.
- Maintain an atmosphere of respect, mutual support, flexibility, continuous learning, good humor, and commitment to business goals and customer needs to fulfill the company vision.
What You'll Need
Skills
- Proven ability to define long-term strategies that guide content decisions along the way, while directing team through agile decisions
- Excellent writing skills with experience leading efforts in voice and tone and style guides
- Solid understanding of user experience principles and best practices
- Strong management and leadership skills
- Excellent interpersonal, presentation, and communication skills
Experience
- 10+ years’ experience repeatedly delivering high quality user experiences with 5+ years’ experience in building and coaching teams for high impact results
- Proven Experience in User Experience Content Design Leadership
- Undergraduate Degree or equivalent combination of education and experience in a related field. Related fields may include English or HCI
- Drove initiatives that increased CSAT and decreased customer support tickets
- Has led self help initiatives contextually within a product suite, building a sustainable system for enablement
- Experience operationalizing product adoption tools such as Pendo, WalkMe, etc. preferred
- Up to 10% travel to meet with geographically dispersed team members depending on proximity to Workiva offices
- Reliable internet access for any period of time working remotely, not in a Workiva office.
How You’ll Be Rewarded
- Base Pay Range in Colorado: $147,000 to $198,000
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.
- Customer Success: Always delight our customers.
- Trust: Rely on each other.
- Integrity: Do the right thing, every time.
- Collaboration: Share resources and work together.
- Innovation: Keep creating solutions and finding better ways.
- Inclusion: Support a diverse community where we all belong.
- Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.
At Workiva, you’ll enjoy:
- Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
- Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
- Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
- Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Learn more: https://www.linkedin.com/showcase/workiva-life-and-careers/
Learn more: https://www.workiva.com/careers/benefits
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].