Support Lead II - Communications (IAM)

Navy Federal•Pensacola, FL

14h

About The Position

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship. To shape product and end-user experiences by creating useful, meaningful technical text and documents that help users complete required tasks and utilize Identity and Access Management resources. Set the vision for Identity and Access Management content and drive cohesive product narratives across multiple platforms and touch points for both Member and Workforce channels. Manage technical documentation, including user experience workflows, user guides, and other technical documentation, while maintaining deadlines and ensuring timely deliverables. Serve as lead technical writer on large complex technical projects. Work independently and as part of larger Agile teams. Determine and recommend messaging solutions that support the user experience and meet brand, tone, and voice guidelines.

Requirements

Bachelor’s degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience
Expert hands--on experience outside the classroom in technical writing, UX writing, fact-checking, copywriting or content/creative strategy and including instructional, educational and help based content.
Expert cross-group collaboration and persuasion skills
Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
Demonstrated ability to articulate design concepts to a broad audience, including non-designers
Expert verbal and visual communication skills
Advanced detail and organizational skills
Demonstrated ability to lead, guide, and mentor others
Ability to apply analytical, creative, visual, and critical thinking
Expert knowledge of effective writing and editing
Extensive experience of user-centered design processes and best practices
Extensive knowledge with modern development standards, techniques, and methodologies (e.g., HTML, XHTML, AJAX, JavaScript, CSS, etc.)
Extensive knowledge of web, mobile, and application design
Expert knowledge of best practices for web and mobile-based content, tools, and forms

Nice To Haves

Master’s degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience
Knowledge of Identity and Access Management and Cyber Security-related functions and controls
Knowledge of financial services industry and products

Responsibilities

Drive a vision for instructional, educational, and help-based content across all IAM functions, controls, services, and products
Write clear, concise user interface copy for products, including microcopy, instructional text, and error messaging
Develop a vision for messaging across a given product and ensure tactical execution to drive cohesive narratives across all digital touch points
Utilize storytelling and narrative skills to improve user experience in alignment with Navy Federal brand, tone, and voice
Ensure technical documentation is clear, concise, and easy to follow.
Collaborate with developers, designers, analysts, researchers, and product managers to define and drive user-centered experiences
Influence writing strategy, anticipate internal/external business challenges, and adapt as needed
Originate new concepts, strategies, or innovative approaches to user experience messages that have significant impact
Coordinate writing processes to improve project efficiency
Ensure all user interface language follows Navy Federal’s conventions for punctuation, capitalization, and grammar
Identify opportunities to define and establish conventions for digital messaging
Create and apply user experience models, such as journey maps or personas
Identify opportunities to solve design problems utilizing text
Remain knowledgeable and serve as advocate for content best practices within IAM team
Manage multiple projects under tight deadlines across a broad variety of product categories and audiences
Proactively identify language concerns and successfully address those issues to ensure projects stay on track to meet project milestones, project time/scope/quality/funding expectations, and business objectives
Assist both Workforce and Member IAM teams through the Development Lifecycle for multiple projects within various phases, ensuring that the deliverables meet language expectations
Identify opportunities to improve workflows and efficiency for developing language within products that meet business and member needs
Work on multiple projects, prioritizing them according to project needs, level of effort, and project timelines
Perform active check-ins with Workforce and Member leads to ensure all materials are vetted through the technical writing team
Act as subject matter expert for user insights and user experience best practices
Oversee and mentor level I team members, when needed
Perform other related duties as assigned