Overview

Our client, a fintech company, is undertaking a major overhaul of its marketing site and help center as part of a broader brand relaunch. The Senior UX Content Lead will own the end-to-end content strategy and UX writing for this effort, ensuring the experience is customer value–driven, differentiated, and easy to navigate. This role is a senior, hands-on IC that will also help guide and coordinate other writers (including more junior UX writers) across the project.

Core Responsibilities

Website & Help Center Content Leadership

• Lead content strategy and UX copy for the new marketing site and help center, with the website as the primary focus.
• Define content structure, page flows, and messaging hierarchy to move users from discovery to clear, confident actions.
• Translate overall brand and product strategy into a cohesive narrative across marketing pages and support content.
• Identify content gaps and opportunities across the site and help center to better support key customer journeys.

Content Team Leadership & Coordination

• Act as content lead across multiple writers (e.g., product-focused writer, junior UX writers), setting direction and standards.
• Break down workstreams, assign content areas, and review/QA copy for consistency, quality, and effectiveness.
• Establish guidelines, templates, and processes that enable a scalable, repeatable content practice for the broader project.

Product & Customer Education

• Turn complex financial products and workflows into clear, accessible, customer value–driven narratives.
• Create content that clearly communicates “what it is,” “why it matters,” and “how it helps” for different audiences and levels of familiarity.
• Support both:
• New prospects evaluating the product
• Existing customers with low awareness of the broader product suite

Help Center & Self-Serve Experience

• Lead the complete overhaul of the help center: reorganizing IA, rewriting existing content, and defining new content types (guides, walkthroughs, interactive elements, etc.).
• Design a self-serve experience that reduces friction and support needs by making it easy for users to find and act on answers.
• Partner with design and product to introduce more interactive and guided experiences where appropriate.

Brand, Voice & Experience Integration

• Apply the new brand identity, positioning, voice, and tone across all UX and help content.
• Balance personality, clarity, and trust—especially in higher-stakes or more complex financial scenarios.
• Ensure content across marketing and help surfaces feels cohesive, modern, and differentiated from competitors.

Cross-Functional Partnership

• Work closely with:
• Marketing/Integrated Marketing leadership (primary stakeholder)
• Product and product marketing partners
• Design, UX, and web/digital producer/program manager
• Other copywriters contributing to the project
• Participate in working sessions, reviews, and retros; iterate quickly based on feedback, performance, and learnings.

Experience

• 7–10+ years in UX writing, content strategy, and/or product/marketing writing for complex digital products.
• Proven experience leading content for large-scale website and/or help center overhauls end to end.
• Background working with or within complex tech/SaaS/fintech environments where user education and explanation are critical.
• Demonstrated ability to:
• Set content strategy and standards while remaining a high-output IC
• Lead and orchestrate multiple writers or content streams on a unified initiative
• Design content journeys that move users through multi-step, multi-surface experiences
• Nice to have:
• Experience with B2B or prosumer products
• Experience in financial services, fintech, or similarly complex/regulatory spaces



Skills & Attributes

• Expert UX writing and content design skills (flows, microcopy, states, CTAs, multi-page journeys).
• Strong content strategy capabilities (IA, schemas, content models, systematized patterns).
• Customer value–driven mindset; able to translate features and capabilities into clear outcomes and benefits.
• Comfortable operating in an ambiguous, evolving project with many workstreams; able to bring structure and clarity.
• Collaborative, low-ego partner to marketing, product, design, and ops; effective at influencing without formal people management.
• High ownership and accountability for overall content quality and effectiveness across the website and help center.