Sr. Content Designer

Braintree - Austin, TX

Full-time - Mid Level

Austin, TX

Personal and Laundry Services

About the position

As a Senior Content Designer at PayPal, you will play a pivotal role in shaping the content strategy and ensuring editorial quality across multiple cross-functional product delivery teams. Your work will involve collaborating closely with UX Designers, Product Managers, and Researchers to create user experiences that empower individuals and businesses globally. You will be responsible for understanding customer needs and developing the information they require, determining the best communication methods, and ensuring that the content resonates with a trusted voice that makes customers feel valued and understood. In this role, you will drive the definition of a clear and actionable strategic direction for content within your product area. You will work alongside writers to ensure that the content is implemented effectively, aligning with PayPal's standards and strategic goals. Utilizing data and customer feedback, you will measure the effectiveness of the content strategy and make real-time adjustments as necessary. Additionally, you will collaborate with the Content Community of Practice team to define, develop, and implement content strategy frameworks, toolkits, and guidelines aimed at creating world-class experiences at scale. Your responsibilities will also include coordinating content with Brand, Marketing, and Operations teams to ensure a consistent end-to-end experience for customers. You will leverage data and research to evaluate the impact of your content, advocating for continuous improvement that yields tangible results. As an expert in best practices for grammar, messaging, terminology, writing, and style, you will reach across disciplines to demonstrate how effective content can foster lasting and meaningful relationships with customers.

Responsibilities

• Evangelize for our customers, developing the information they need and determining the best communication methods.
• Drive the definition of a clear and actionable strategic direction for content in your product area.
• Work with writers to ensure content is implemented to deliver against the strategy and PayPal standards.
• Use data and customer feedback to measure the effectiveness of the content strategy and pivot as needed in real time.
• Collaborate with the Content Community of Practice team to define, develop, and implement content strategy frameworks, toolkits, and guidelines.
• Coordinate content with Brand, Marketing, and Operations teams to ensure a consistent end-to-end experience.
• Evaluate content's impact using data and research, pushing for continuous improvement that shows real results.
• Act as an arbiter of best practices in grammar, messaging, terminology, writing, and style.
• Demonstrate how content can create lasting and meaningful relationships with customers across disciplines and departments.

Requirements

• 3+ years of experience writing product content and designing experience.
• Ability to see products and solutions as part of a customer's larger journey, seeking to understand that journey through research and data analysis.
• Understanding of brand and marketing methodologies, with expertise in using design thinking to create great products.
• Track record of positioning content as an engagement tool that transforms customer relationships.
• History of overcoming organizational obstacles and building sustainable frameworks and partnerships.
• Experience in financial services, payments, B2B or B2C e-commerce is preferred.

Benefits

• Flexible work environment
• Employee shares options
• Health insurance
• Life insurance