Support Lead II - Communications; IAM

Overview

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.

• 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 address those issues to meet project milestones, time/scope/quality/funding expectations
• Assist both Workforce and Member IAM teams through the Development Lifecycle for multiple projects
• Identify opportunities to improve workflows and efficiency for developing language within products
• Work on multiple projects, prioritizing them according to project needs, level of effort, and 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 the equivalent combination of education, training, and experience
• Expert hands-on experience in technical writing, UX writing, fact-checking, copywriting or content/creative strategy with instructional, educational and help-based content
• Expert cross-group collaboration and persuasion skills
• Expert project management skills to establish and lead project teams; manage timelines, resources; ensure 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
• Analytical, creative, visual, and critical thinking abilities
• Expert knowledge of effective writing and editing
• Extensive experience with user-centered design processes and best practices
• Exten…