Senior Content Designer, Experience Design & Enablement

What you’ll be doing

As part of the Content and Translation Chapter on the broader Experience Design & Enablement team, you’ll be writing, editing, evaluating and managing content for both our employe and client-facing digital tools and platforms. You’ll work closely with other Content Designers, Translators, UX Designers, Accessibility Consultants and UX Researche, as well as broader cross-functional teams and stakeholders engaged in active delivery sprints.  

Our goal is to help make our applications meet key business objectives while enabling the best experiences for our frontline users and clients.  You’ll create content that aligns with CIBC’s voice and tone, brand guidelines, and accessibility standards. This role requires expertise in the following: content planning, creation and maintenance; user experience (UX) and conversational design principles; and stakeholder relations and executive presentation skills. Experience creating content for employee workflows and working on product teams in large financial financial institutions would be especially welcome. 

At CIBC we enable the work environment most optimal for you to thrive in your role. You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.

How you’ll succeed 

• Content design - You love to write and know how to do it both well and quickly. You’ll leverage analytics, strategic business objectives and research findings to create, update and maintain meaningful content, especially microcopy, that guides people through tasks and complex flows. You’ll make sure our content meets CIBC’s voice and tone, brand and digital/editorial guidelines, as well as accessibility requirements. As part of your daily work, you’ll work closely with our Translation team to coordinate their timelines and needs, as part of overall content delivery.

• Content operations - You’ll help maintain our content design system by suggesting updates to your people leader that may enhance it. You may help to lead style guide reviews or drive content enhancements for the product that your squads support, as well as complete content audits and share your findings to recommend improvements.

• Communication - You talk about your content and present it to product teams and stakeholders with authority, empathy, and clarity. Your solid interpersonal skills enhance team collaboration with stakeholders, product owners, and squad members, and you know how to use different tools and resources to substantiate your content recommendations. You champion jargon-free plain language and advocate for both UX and for a client-first approach in any given design.

• Development and collaboration - You’re comfortable managing and prioritizing multiple initiatives at once with your excellent organization and time management skills. You know how to work with collaborative, cross-functional teams that may include developers, QA testers, business analysts, product owners, strategists and business partners, all within active agile workflows, frameworks and ceremonies.

• Quality control and tools - You comfortably use multiple tools in your day-to-day work, including Confluence, JIRA, Figma, Mural, CIBC AI, and Microsoft 365, all to help create, manage, deliver, and share your content with your teams. Our chapter regularly assesses new tools and technology to improve our work and become more efficient, so from time to time you may be asked to test these tools and provide your feedback.

• Research - You may participate in user research sessions and help the Research Chapter gather results to make better content recommendations that support platform adoption. You may present or help assemble presentations for stakeholders that highlight changes being proposed, and you may assist in writing or editing video scripts to promote new features and enhancements coming up on our platforms.

• Mentorship and leadership - You enjoy helping coach and mentor junior members of your team. You value contributing to a warm, friendly culture of writers and translators who work closely as one interconnected group that supports each other 

Who you are

• You have a degree or diploma in English, Journalism, Communications, Creative Writing, Technical Writing, UX Writing, Content Strategy (or related fields), or equivalent working experience.

• You demonstrate experience with writing and editing content for product flows, work that follows brand guidelines, meets WCAG standards, and supports strategic goals for both our clients and lines of business.

• You contribute to, and enjoy, maintaining content style guides or content design systems. You’re familiar with Canadian Press (CP) style and display a strong understanding of content-creation strategies.

• You understand that success is in the details. You notice things that others don’t. You enjoy the puzzle of making things simpler and clearer for real people. Your critical thinking skills inform your decision-making. You know how to share and present your content design strategies effectively to support your choices, too.

• You’re digitally savvy. You seek innovative solutions, embrace evolving technologies and learning new skills, and adapt freely to new tools and trends that improve your work and efficiency.

• You’re driven by your team’s collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life. You’re open to continuously evolving your thinking and ways of working to deliver your best.

• Values matter to you. You bring your real self to work and live our values of trust, teamwork and accountability.

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