Content Designer

Job Overview

Come join the Customer Success Team as a Content Designer, using your craft technical writing skillset to empower our Experts. You’ll join a collaborative team of content designers supporting GBSG content needs, with a focus on delivering high quality domain standards and policy content.

Responsibilities

• Primarily generates new or edited content for assigned product/service standards areas to provide in-product, self-service, and assisted support information that helps Experts successfully follow Intuit products/services standards
• Researches user needs and understand assigned products/services standards
• Creates new content using UX specifications and their own research as inputs
• Ensures compliance with legal, style, and other corporate content design standards
• Collects content for product standards information, making sure that information is relevant to the specific feature and not redundant
• Analyzes past versions of standards content and suggests ways to restructure information to meet new user needs
• Optimizes content for ingestion by Intuit Assist
• Plans the information design deliverables for assigned areas every release
• Deliverables may represent a variety of media or channels for content delivery
• Provides input into templates, standards look and feel, and content presentation for optimal engagement by Experts
• Coordinates with other content designers to ensure consistency and quality standards of written content
• Occasionally edits work of peers to provide in product, self-service and assisted support information that helps people successfully use Intuit products

May include some or all of the following types of deliverables. Most deliverables are created from scratch, from source materials provided by the standards team, and managed through the entire production process:

• User manuals and other related hard copy documentation
• In-product help systems and associated content
• Internal and external knowledge-based articles (e.g. FAQs, Job Aids)
• Screenshots, images, and/or videos
• Template design and layout improvements
• In-product information beyond help (e.g. error messages, wizard text, field labels)
• Multi-media scripts (e.g. tutorials, support actions)
• Updates to existing search mechanisms (e.g. knowledge maps, search keywords, tags, thesaurus, best bets)
• Suggestions for article-level and or topic-level improvements based on VOC feedback (e.g. new trends, adjusted procedures, new content, etc.)

Qualifications

• Have demonstrated experience writing content for complex software products and services
• Ability to thrive collaborating with cross-functional teams to execute work
• Write content for effective consumption, choosing the right channel, tone, structure, and voice for our target audience: Intuit Experts
• 1-3 years’ experience as content designer or technical writer, working on consumer software products
• Ability to manage own content workflow; work within tight time deadlines; and comfortable receiving, responding to, and incorporating feedback.
• Bachelor’s degree or equivalent work experience
• Experience writing for bookkeeping, customer service, or other fintech products.