Lead content designer on domestic and international consumer products including the credit product suite, onboarding, and early-life growth and experience. Planned, designed, and composed content for web and mobile experiences, including navigation, UI, emails, and notifications. Transformed global product requirements into content strategies that meet business goals and solve customer problems. Collaborated with Product Design on page layout, interactions, and visual tone. Used data and research to evaluate content’s impact and push for continuous improvement and results. Active level 2 member in an internal Accessibility educational community.
Created, edited, and optimized short and long-form content for products and global help centers. Collaborated across disciplines (design, product, engineering, marketing, legal, etc.) to create a unified voice and seamless user experience. Developed and documented content style guides, frameworks, and best practices. Mentored and trained junior writers and new hires.
Empowered customers to self-serve by developing and maintaining clear and concise help content for external and internal audiences. Managed the launch of new international help sites with more than 200 articles in 10 languages. Analyzed contact drivers and optimized content to lower contact propensity. Collaborated cross-functionally on product updates and launches to create content and policy. Improved manual translation process for more than 20 languages by researching and implementing new processes.
Supported property owners, managers, and travelers by providing excellent service via phone and e-mail. Assisted stranded travelers and escalated issues as part of the Traveler Care team. Consistently exceeded key performance metrics.
Managed complete localization process from project set up to delivery. Coordinated and ensured the delivery of projects to agreed deadlines. Facilitated effective and clear communication with freelance linguists, clients, and internal departments. Ensured and analyzed the quality of all deliverables. Provided rapid and effective resolution of any client questions or concerns.
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