Content Strategist

Encora

4d • Remote

About The Position

We’re looking for a strategic yet hands-on Content Strategist to shape how customers, agents/brokers, and employees discover, quote, buy, service, and claim across our insurance businesses. You’ll support end-to-end content strategy—from audience insights and information architecture through UX writing, governance, and performance—ensuring experiences are clear, compliant, accessible, and measurable across web, mobile app, portals, and internal knowledge systems. You’ll partner with Product, UX, Engineering, Marketing, Legal/Compliance, and Operations to define content that reduces friction, increases adoption, and drives trust across diverse customer segments and distribution channels.

Requirements

• 5+ years in content strategy/UX writing.
• Portfolio showing content models/taxonomies, IA, editorial frameworks, and UX writing for complex flows.
• Mastery of Plain Language, accessibility (WCAG 2.2), and enterprise content governance.
• Hands-on with CMS/DAM (AEM, Sitecore, Contentful), design tools (Figma), analytics (GA4, Adobe Analytics), A/B testing (Optimizely/LaunchDarkly), and SEO tools (Semrush/Similar).
• Comfortable partnering with Legal/Compliance; fluent in disclaimers, eligibility rules, and jurisdictional nuances.

Nice To Haves

• Knowledge of insurance product lines (Auto/Home, Small Commercial, Workers’ Comp, Specialty, Life/Annuities) and distribution (direct, agent/broker, employer).
• Experience with knowledge platforms (Confluence, ServiceNow KB) and contact-center content.
• Personalization (Adobe Target), journey analytics (Contentsquare), or content localization workflows.
• Familiarity with AI-assisted content production under enterprise governance.

Responsibilities

• Lead content strategy for priority journeys across lines of business and channels.
• Build and maintain the content model, taxonomy, metadata, and reusable patterns to scale content across brands and products.
• Create editorial pillars, messaging frameworks, and content calendars mapped to business goals and KPIs.
• Define governance: roles, workflows, approval paths and versioning.
• Write and systematize microcopy (labels, prompts, error states, confirmations), in-app guidance, help content, and decision support that simplify complex insurance concepts.
• Apply Plain Language standards, WCAG 2.2 accessibility, and inclusive language across all content.
• Design content for localization/transcreation; manage terminology for underwriting/claims/legal disclaimers.
• Define success metrics; set up dashboards and experiments (A/B and multivariate) to improve funnel performance (e.g., quote completion, digital claims submissions, call deflection, CSAT/NPS).
• Conduct ongoing content audits; identify redundancies, gaps, and opportunities for reuse; deliver test-and-learn roadmaps.
• Facilitate workshops to align on voice/tone, content requirements, and regulatory constraints.
• Coach designers, writers, and PMs on content standards; contribute to the design system’s content patterns.
• Use enterprise-approved AI tools for ideation and variant generation with human-in-the-loop review; implement data privacy and compliance guardrails; document provenance and approvals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees