Wrote UX and email copy to elevate the plan sponsor experience, collaborating with product owners, UX designers, email developers, and client services team.

• Delivered UX copy and strategized on dynamic display of compliance tasks and document history on the plan sponsor website to facilitate adherence to IRS and DOL regulations to avoid penalties and disqualifications.
• Scripted a video tutorial to guide users through the new data scrubber functionality for the compliance testing experience on the plan sponsor website and reduce the number of calls to the service team.
• Delivered UX copy and strategized on a new 5500 filing experience to allow for single-sign on access and less account management burden for clients and service.

Developed content for the digital banking experience and internal design library, working closely with product designers to marry copy with visual and interactive components.

• Wrote promotional copy for welcome interstitials, offer cards, and banner ads, aligning with established design templates to promote cross-selling of banking products.
• Introduced variable content, starting with error messages, to the U.S. Sales and Secure Design Library to establish messaging alignment and a source of truth content reference.
• Strategized content organization for product pages within the digital banking sign-on experience to allow for a seamless cross-sell experience for existing customers.

Translated complex financial terminology into approachable, accessible language for public site, app, and email. Created user flows, mockups, and prototypes to aid ideation and collaboration.

• Led and wrote UX copy for a cobrand design effort to introduce One Key Cards to the app’s credit card shopping experience.
• Created a new user flow and UX copy for the app to empower customers with a retiring credit card product to choose their new credit card.
• Crafted automated payment error messages and a statement-ready email for customers with indirect auto loans.

Created content for public site and sign-on experience, emails, and social posts to improve customer experiences and drive action.

• Wrote informative and guiding copy, legal disclaimers, and error messaging for browser and app sign-on experience, enabling customers to find information and easily complete tasks.
• Wrote empathetic, client-centered articles for EdwardJones.com and the My Perspective newsletter to drive site engagement and promote brand trust.
• Consolidated and revised financial advisor email templates to optimize use and minimize time spent locating them and managing updates.

Led and advised on content projects. Managed and crafted internal documentation.

• Created Food for Thought, an internal learning and development newsletter, to promote excitement and provide guidance around continuous learning opportunities.
• Managed and streamlined workflow and onboarding for Context, an internal content standards reference site, to ensure important reference documentation could be uploaded efficiently.
• Managed back-end documentation and related training for One Hero Web, Hilton’s network of hotel websites, to improve cross-team communication and collaboration.