Sr Content Strategist

Location: This position is located at our Dublin, OH campus with hybrid flexibility.

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

About the role

The UX Content Strategist will plan the content strategy for our solutions, including form of delivery, governing the usefulness and usability of content, ultimately driving the intended experience, behaviors and business goals we set to achieve. The UX Content Strategist will work closely with the product design and delivery teams to bring the vision of the solution to life.

What you’ll do

AI-Powered Content Personalization and NLG Integration:

Develop and implement AI-driven content personalization strategies to deliver tailored experiences based on user preferences and behaviors.

Collaborate with data scientists and engineers to integrate NLG capabilities, enabling automated creation of personalized content at scale.

Conversational UX Design:

Lead design and development of conversational user experiences powered by AI-driven chatbots and virtual assistants.

Define conversational flows and persona profiles to create engaging interactions that anticipate user needs.

Content Strategy Development and Optimization:

Develop comprehensive content strategies aligned with user journeys, ensuring coherence across all touchpoints.

Continuously optimize content strategies based on user feedback and analytics data to drive increased engagement and satisfaction.

Content Mapping and Information Architecture:

Collaborate with UX designers and architects to map out content structures that support intuitive navigation.

Develop content taxonomies and metadata schemas to enhance content findability and relevance.

Accessibility and Inclusivity:

Advocate for accessibility in content design, ensuring content is perceivable and operable by all users.

Collaborate with accessibility specialists to identify and address barriers throughout the user journey.

Content Localization and Internationalization:

Develop strategies for content localization to ensure cultural and linguistic relevance for global audiences.

Work with translation vendors to adapt content for different markets while maintaining brand consistency.

Cross-Channel Content Integration:

Lead development and implementation of omni-channel content strategies, ensuring consistency across all touchpoints.

Integrate content seamlessly across channels and collaborate with cross-functional teams to optimize messaging and branding.

Project Collaboration and Management:

Serve as a key member of cross-functional teams on website re-platform projects, providing content strategy expertise.

Lead content migration projects from start to finish, ensuring seamless transitions to new CMS platforms.

Data Analysis and Insights Generation:

Analyze metrics to gain insights into user behavior and site performance.

Create visualizations to communicate findings and inform content strategy decisions.

Documentation and Requirements Gathering:

Collaborate with team members to document requirements for new content management systems.

Assist in the development of plans for evaluations and proof of concept testing, ensuring alignment with business goals.

What you’ll bring

5+ years of experience leading content strategy in a professional services environment

Exceptional organizational skills, with the ability to bring structured thinking to a variety of tools and templates

Demonstrated enthusiasm for and understanding of content creation, including best practices and emerging trends

Strong understanding of content and design principles and how to apply them to the service-based industry

Ability to work on multiple projects simultaneously and prioritize workload

Demonstrated experience with interaction design, user experience principles, information architecture and the digital content ecosystem

Experience working with user journeys, personas and research

Passion for great storytelling and systems thinking

Experience in omni-channel strategic development preferred

Experience in the healthcare industry preferred

Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies

Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.

Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.

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