Marcus by Goldman Sachs, Content Designer, Associate, London in City of Westminster

You're an ideal candidate if you're just as happy supporting the product strategy and setting standards, such as tone of voice, as you are crafting clear and concise interface copy and helpful error messages. You'll do your best work in an environment that requires proactive and independent self-direction as much as collaboration and open communication. As a Marcus UX Content Designer, you'll work with our Design and Product teams to turn complex concepts into content that's easy to digest and understand, developing a content strategy that makes our products easier for people to use. You'll be helping shape the future of the digital products within Marcus by Goldman Sachs, and contributing to setting the standard for content across the business. You'll build out best in class products with our product managers and technologists, whilst focusing on cultivating a culture of collaboration and growth. You should have a deep understanding of the end to end user centred design process, with a knack for cracking complex problems and crafting them into elegantly simple, intuitive content with a firm eye on the detail.

Responsibilities

• Write impactful, simple content to support user journeys and actions across all of our channels (web, app, email, SMS, and letters).
• Ensure that copy meets brand tone and find ways to optimise it.
• Work with the users and stakeholders to understand user needs and provide definition to the business problems that need solving.
• Use evidence to make decisions about content — analysing customer behaviours, analytics, reviewing feedback via our Customer Service teams and digging into the results of our consumer and communications testing.
• Undertake the version management and governance of all materials so that we capture necessary sign offs in a consistent and traceable manner.
• Identify best approaches to processes, working in an Agile framework.
• Build long term strategic relationships with stakeholders to align on business and user needs.
• Create prototypes to help visualise content in context — understanding how to test and demonstrate findings to your stakeholders.
• Influence stakeholders and expertly manage relationships to deal with challenges, building strategic relationships that help you focus on customer needs with clarity.
• Champion accessibility at all stages, making recommendations and improvements.
• Establish content patterns and behaviours, and oversee implementation and adherence to standards.
• Effectively manage a busy workload across multiple projects at once.

Qualifications

• At least 5 years of professional experience creating content for digital products.
• Preferably a content writer within a financial services setting or another highly regulated industry.
• Experience of facilitating sign off and ensuring excellent governance/record keeping of all changes.
• A champion of accessible and inclusive content with a deep understanding of why it's important to put it at the heart of our user experience.
• Experience with design tools (Figma, prototyping tools).
• Proven ability to drive meaningful change in a controlled and agile manner.
• Expert communicator of ideas, concepts and rationale for content decisions to influence stakeholders and strategy.
• Good analytical and problem solving skills.
• Team contributor who works well with others.
• Self-directed team player, ability to drive high performance and work independently or in a team oriented and fast paced environment.
• Knowledge of iOS and/or Android mobile and tablet platforms and how to present impactful content on these channels.
• Demonstrated client service orientation.
• Bachelor's degree required, or equivalent.
• At least 5 years of UX content writing experience required in roles of increasing responsibility.
• Prior experience of managing & optimising the content within digital customer journeys, ideally in retail financial services.
• Experience in financial services preferred.