Senior UX Content Strategist

Job Summary

Insulet is on a mission to simplify life for people living with diabetes. We are looking for a Senior UX Content Strategist to join our growing User Experience (UX) team and help accomplish this mission. Apply your strategic, organizational, and creative skills to provide engaging, informative content that is vital to our products and customer experience. A strong background in content strategy or content production is required.

The Senior UX Content Strategist is a highly collaborative role in which you'll partner with multiple cross-functional teams distributed around the globe. The Senior Content Strategist, Instructional Design, is responsible for creating both long- and short-form instructional content for user guides and in-app help. You'll also use your editorial expertise to ensure all user guide content remains on brand, adheres to our voice and tone guidelines, and meets literacy-level requirements. You will work closely with Instructional Design and UX leadership to coordinate content strategy and production.

The ideal candidate is a strategic thinker with significant experience driving innovation by connecting the dots, building processes, and adapting to changing priorities. They should be able to balance independent judgment with cross-functional collaboration while developing effective methods and processes to achieve results.

Responsibilities

Content development and maintenance

• Ensure all content is consistent in terms of brand, style, voice and tone, quality, and literacy/grade levels across all products/platforms.
• Collaborate frequently with cross-functional stakeholders on software and hardware releases, new features, new products, regulatory submissions, and commercial launches.
• Collaborate with cross-functional product teams to assess the impact of their features and requirements on existing user guide and in-app help content and develop new user guides or sets of in-app help to support new products.
• Collaborate with Regulatory and medical affairs to incorporate regulatory requirements and medical guidance as needed.
• Collaborate with Systems engineering and compliance to ensure all product requirements are met in the instructions for use (IFUs).
• Explain concepts and features in simple, layperson language (8th grade level or below), tailoring your writing style to various age groups and audiences to maximize content retention.
• Organize and drive timely reviews and iterations with all subject matter experts and stakeholders (both internal and external) of all instructional documents being developed, particularly with UX, Medical, and Human Factors.
• Facilitate user guide drafts for human factors testing to demonstrate that instructional material is easy to understand, learning objectives are achieved, and use error risks are reduced.

Strategy

• Strategize and define logic for help content across various projects.
• Lead, execute, and advise on UX content strategy.
• Adhere to existing processes, while evangelizing content best practices and processes across cross-functional groups.
• Propose process and tool improvements and support evaluating future tools.

Quality processes

• Maintain, in a detailed and organized manner, the electronic libraries of all materials used in the development of instructional materials from development phases through release to production.
• Ensure efficient release and quality hand-off of outputs to Labeling and doc control teams for timely review, approval, and sustained design control and production.
• Responsible for content submissions into Product Lifecycle Management (PLM) systems and reviewing the work of others.
• Actively participate on improvements to SOPs and on general advancements of processes for operational efficiency and effectiveness.
• Ensure design, review, production, and maintenance methods and processes are consistent and follow/support the Quality Policy, as well as all ISO Quality System procedures and guidelines.
• Conduct Design Reviews and participate in PI planning and Engineering Design Review meetings as required.
• Report on all tasks and progress on execution following organizational practices and standards established by Program Management and project leadership.
• Support and maintain documentation links between Insulet and all external partners.

Required Qualifications

• Bachelor's degree or equivalent industry experience.
• 5+ years of experience in UX content strategy, technical writing, UX writing, or content design.
• Exceptional writing and editing capabilities.
• Effective project management and multitasking skills.
• Experience managing multiple stakeholders and multiple projects through different stages of content production or strategy.
• Familiarity with common authoring tools, design tools, language, and processes.
• Experience working in single-sourcing strategies.

Preferred Qualifications

• Bachelor's degree in Communications, Writing, English, Health or a similar field, from an accredited four-year university, or equivalent experience.
• Extensive experience in content management solutions in a technical context (e.g. web and mobile apps).
• Experience working with structured content, DITA XML, or a component content management system.
• Experience developing and defining content strategy, including content management and operations solutions and processes, especially experience administering an authoring tool or CMS.
• Experience in healthcare, pharmaceutical, medical device industries or another highly regulated industry.
• Experience working in Jira, Confluence, Figma, Adobe Creative Cloud or similar tools.
• Understanding of Agile/SaFE planning processes (certification optional).
• Passion for making a positive impact in people's lives.
• Empathy for the audiences we serve.

Physical Requirements

Occasional US travel, as needed (semi-annually). This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office.