In this role youll be responsible for crafting strategies and content to help consumers navigate their health care experiences, from finding the right care to managing their health data and care plans. To be successful, youll need to ask questions, feel empathy for people in difficult situations, think through customer journeys, wrangle with the limitations of systems, and produce concise copy and content strategies that respect users and their intentions while meeting complex business and clinical challenges.
You should be a well-rounded writer and content strategist who can solve complex business challenges with occasional direct support from their manager. You will be expected to own your feature work and develop subject matter expertise. You may also be called upon to mentor junior colleagues.
You will draw on UX best practices, brand guidelines, accessibility standards and user feedback and research to develop smart, dynamic messaging and content structures. You have experience writing for multiple channels and devices, and good ideas on how best to serve these different contexts. You know how to collaborate with designers, product managers, and diverse business stakeholders to optimize content and think beyond the current moment in the product life cycle. Finally, you exhibit impeccable communication skills that ensure efficient collaboration with your team and stakeholders.
Execute on content strategy in support of larger organizational goals and objectives
Oversee the proper usage of voice and tone for all digital assets
Work with the product, design and research teams to source or create the right content to educate, motivate and empower users
Collaborate with our UX researchers and data scientists to understand user behaviors and uncover new opportunities for engagement
Collaborate with our accessibility team to design a content experience that meets WCAG guidelines
Provide content of varying fidelity to our product designers to facilitate iterative design
Produce documentation that facilitates publishing or content implementation, such as copy decks, messaging frameworks or content models
Author content in our publishing tools
Collaborate with your colleagues on the content strategy team to maintain our digital product content style guide
Support our design system team by providing content guidelines for components, patterns and elements
5+ years experience in UX writing and content strategy
Portfolio should include work on digital products and/or services, and highlight collaboration with design team
Experience with Agile and lean UX/software development practices
Experience with analyzing usability testing, A/B testing, analytics and other key performance metrics
Mobile web and app experience
Experience working in a large organization or at an enterprise level
Experience with design software (Sketch, Figma), InVision, Airtable, Sketch, InVision, Miro and product management software (Rally, Jira)
Experience or exposure to Web Content Accessibility Guidelines (WCAG) and writing for grade level and other regulatory constraints
Knowledge of enterprise content management systems such as Adobe Experience Manager, Contentful, ATG, Nuxeo or Oracle
Experience working with usability testing, taxonomy, design systems, content management systems, information architects and accessibility SMEs
Experience managing and mentoring others
Experience writing for health care, pharmacy or other regulated fields (insurance, finance, etc.)
Bachelor's degree preferred in the field of English, communications, journalism or similar area. Academic work or certifications in user experience fields are also welcome.
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.