Support Lead II - Communications; IAM

Overview

Navy Federal Credit Union does not provide sponsorship for this role. Applicants must be authorized to work in the United States without current or future sponsorship. Shape product and end‑user experiences by creating useful, meaningful technical text that helps users complete required tasks and utilize Identity and Access Management resources. Set the vision for IAM content and drive cohesive product narratives across multiple platforms for both Member and Workforce channels.

Serve as lead technical writer on large complex technical projects, manage technical documentation, and recommend messaging solutions that support the user experience while meeting brand, tone, and voice guidelines.

• 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.

• Bachelor’s degree in English, Communications, Journalism, or 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…