Lead UX Content Strategist III

Position: Lead UX Content Strategist
Duration: Contract (12 Months)
Work Arrangement: Full-time, 100% remote
Preferred Time Zones: Eastern or Central
Preferred Candidate Locations: Near Allentown, PA; Louisville, KY; or Providence, RI
Job ID: 179929 

Position Overview

PPL is seeking a Senior Lead UX Content Strategist to guide the strategy, development, and governance of content within digital self-service and transactional customer experiences.

This role is focused on UX writing and content design—not long-form website content, technical writing, or general CMS publishing. The successful candidate will create clear, concise, and helpful microcopy that guides customers through digital transactions such as paying a bill, enrolling in autopay, signing up for paperless communications, managing account information, and completing other self-service activities.

The Senior Lead UX Content Strategist will initially focus heavily on UX writing, content standards, and establishing a consistent approach to transactional content. Over time, the role will expand to include broader content strategy and cross-channel collaboration across digital experiences, websites, IVR, and conversational design.

Key Responsibilities

• Develop clear, concise, and customer-centered UX content for transactional and self-service digital experiences.
• Write microcopy for forms, workflows, confirmations, error messages, notifications, calls to action, instructional text, and other interface elements.
• Translate business requirements, stakeholder needs, and customer objectives into effective UX content.
• Write to established briefs, standards, guidelines, accessibility requirements, and regulatory considerations.
• Collaborate with product managers, UX designers, researchers, developers, business stakeholders, legal partners, and other cross-functional teams.
• Establish and promote UX writing standards, content patterns, terminology, and voice principles for transactional experiences.
• Help ensure content is consistent, understandable, accessible, and appropriately aligned across digital channels.
• Partner with website and CMS content strategists to support a cohesive content ecosystem.
• Collaborate with IVR and conversational design partners to align terminology, messaging, and customer guidance across channels.
• Provide strategic content direction and constructive feedback to senior and lead-level peers.
• Help manage and prioritize UX content work across multiple initiatives and customer journeys.
• Lead content strategy discussions and influence decisions without relying on direct authority.
• Support the development of a scalable content design practice as the team evolves.
• Work with legal, compliance, and regulatory stakeholders when content requires review or approval.
• Balance immediate UX writing deliverables with longer-term content strategy and governance priorities.

Required Qualifications

• Strong experience in UX writing, content design, content strategy, or a closely related discipline.
• Demonstrated experience creating content for transactional digital experiences or customer workflows.
• Ability to write concise, intuitive, and actionable microcopy for digital interfaces.
• Experience translating business and customer requirements into clear UX content.
• Strong understanding of user-centered design and how content supports usability and task completion.
• Ability to collaborate effectively with cross-functional stakeholders and senior team members.
• Strong editing, communication, facilitation, and presentation skills.
• Ability to work independently, manage multiple priorities, and deliver high-quality work in a fast-paced environment.
• Demonstrated leadership, strategic thinking, and ability to guide the work of others.

Preferred Qualifications

• Seven or more years of experience in content strategy, content design, UX writing, or a related field.
• Experience working in a regulated industry such as utilities, banking, financial services, insurance, healthcare, or telecommunications.
• Experience supporting digital self-service, account management, payments, enrollment, or other customer transactions.
• Experience working with legal, compliance, regulatory, or risk-management partners.
• Experience developing UX writing standards, content guidelines, terminology systems, or governance models.
• Experience with cross-channel content strategy spanning websites, digital products, IVR, chat, or conversational experiences.
• Experience leading or mentoring content strategists, UX writers, designers, or related professionals.
• Familiarity with accessibility principles and inclusive content practices.

Ideal Candidate

The ideal candidate is a strategic UX content professional who can also work hands-on as a writer. They understand the difference between persuasive or informational content and the concise, task-oriented language required to guide customers through digital transactions.

This individual should be comfortable working from business requirements, asking thoughtful questions, navigating regulatory review, influencing senior stakeholders, and helping establish consistent content practices across multiple channels. The candidate should be able to contribute immediately through UX writing while gradually taking on broader leadership and content ecosystem responsibilities.

About Us:

• Client is a 100+ year old energy company at the forefront of a digital transformation, striving to deliver best-in-class customer experiences.
• As client evolves, client is committed to leveraging cutting-edge technologies to enhance our customer interactions and streamline our services.
• Client strives to build seamless experiences for our millions of customers and thousands of colleagues.
• Client values safety, trust, and work-life balance.
• Client fails fast and believes that getting it wrong is often the first step towards getting it right.
• Client is looking for like-minded individuals to contribute to client’s internal Customer Experience Strategy & Design team and help shape the future colleague experience by improving how colleagues find information, access services, and complete important tasks through client's evolving enterprise intranet and connected internal platforms.

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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