Lead UX Writer

Own and evolve cross-product voice, tone, terminology, taxonomy, and reusable content patterns that scale across product suites and pods.

Partner with Design System teams to define, document, and drive adoption of content standards for actions, errors, confirmations, states, empty states, guidance, and AI interactions.

Lead naming, taxonomy, and information architecture decisions that clarify how customers understand and navigate the platform.

Lead language strategy for prompts, agent actions, generative content, system explanations, recommendations, automation handoffs, and human-in-the-loop intervention points.

Define patterns that help users understand what AI is doing, why it is doing it, what confidence signals matter, and how to review, override, or intervene.

Establish AI content standards that build trust through transparency, explainability, appropriate guidance, and responsible user control.

Partner closely with Product Managers, Engineering, QA, Research, Documentation, Design Systems, AI/Data Science, Customer Success, Support, and global stakeholders to align content strategy with customer and business outcomes.

Provide narrative clarity for product strategy, demo flows, onboarding, AI experiences, and internal product understanding.

Guide discovery, prototyping, validation, usability testing, design reviews, and product reviews so content quality is considered early and consistently.

Mentor designers, writers, and product partners on content strategy, UX writing craft, AI interaction language, and scalable decision-making without taking ownership away from pod teams.

Facilitate content critiques, pattern reviews, and working sessions that help teams make better content decisions without creating bottlenecks.

Lead decisions on navigation labels, object names, workflow language, taxonomy, and information hierarchy across complex product areas.

Reduce cognitive load by shaping user-aligned mental models, clearer information hierarchy, and consistent language across connected workflows.

Create lightweight governance models that help distributed pods adopt consistent content patterns through clear standards, review practices, and reusable documentation.

Identify and drive opportunities for reuse, consolidation, simplification, and improved delivery velocity across the platform.

Unified content standards adopted: Voice, tone, terminology, taxonomy, and reusable content patterns adopted across priority product areas.

Cross-suite consistency: Clear, cohesive language across Social, Service, Marketing, and Insights.

AI and agentic content standards: Trust cues, action/explanation models, prompt frameworks, review states, and intervention patterns for generative and agentic interactions.

Improved experience clarity: Reduced support tickets, fewer user errors, and smoother onboarding pathways.

Operational efficiency: Faster design and Product Management (PM) delivery cycles through reusable patterns.

Team enablement: Designers, PMs, and writers make stronger content decisions through mentorship, standards, critiques, and reusable guidance.

Comprehension ↑: Improved task success, clarity, and reduced user hesitation or confusion.

Consistency ↑: Broader adoption of content standards and pattern libraries across pods.

Time-to-value ↓: More intuitive workflows with fewer clarifying tooltips, walkthroughs, or docs required.

AI trust ↑: Higher engagement with AI-driven actions and increased user confidence.

Velocity ↑: Faster iteration for designers and Product Management (PM) due to stronger content guidance and systems.

10+ years of practical experience in UX writing, content design, product content strategy, or related product experience work for complex SaaS, enterprise, platform, startup, agency, or equivalent product environments.

Portfolio demonstrating lead-level impact through complex product content strategy, UX writing, workflow clarity, systems thinking, research-informed decisions, cross-functional influence, shipped enterprise or SaaS work, and measurable product or business outcomes.

Proven experience leading product content strategy across complex workflows, platforms, or multiproduct ecosystems.

Strong information architecture and taxonomy skills, including navigation models, object naming, terminology systems, content hierarchy, and user mental models.

Working knowledge of design systems, including reusable content patterns, component guidance, interaction states, governance, documentation, and adoption across distributed product teams.

Strong skill in simplifying dense, technical, or multi-step workflows.

Experience partnering cross-functionally with Product Managers, Engineering, QA, Research, Design Systems, and global stakeholders across distributed teams.

Proven ability to mentor designers, writers, interns, new hires, and product partners while raising the quality of content decisions across teams.

Demonstrated ownership of AI-first product experiences, agentic workflows, generative content, explainability, trust cues, accessibility, user control, and human-in-the-loop interaction patterns.

Clear understanding of accessibility, localization, and writing for a global audience.

Comfort using modern product design and collaboration tools, including Figma, FigJam, Figma Dev Mode, design systems, prototyping tools, Jira, Confluence, and AI-assisted design or research tools.

Equivalent practical experience is welcome, including experience gained through product roles, startups, agencies, freelance work, bootcamps, internships, academic projects, SaaS teams, or adjacent content, design, research, documentation, or product strategy work.

Deep experience applying content strategy to AI-powered products, generative content, intelligent workflows, agentic systems, or enterprise automation.

Background in enterprise software, SaaS, Contact Center as a Service (CCaaS), insights/analytics, CRM, marketing technology, social platforms, or content systems.