Senior UX Writer

Full Time Richmond, Virginia Posted 2 months ago Website CarMax The UX Writer / Conversation Designer ensures that the words used in customer experiences are in support of customer goals,…

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The UX Writer / Conversation Designer ensures that the words used in customer experiences are in support of customer goals, strategic goals, and our brand. In this role, you will partner with a variety of product teams and other partners to co-write copy and co-design conversations that feel natural, human, and anchored in the brand. You will observe and conduct customer and content research, lead content workshops, participate in design studios, and use learnings to create effective content.

By developing and maintaining an understanding of the end-to-end conversation customers have with CarMax, you’ll be able to identify opportunities to evolve specific messaging within the broader conversation. This role requires immense curiosity and a work style that is adaptable to a variety of partners and technology. An ideal candidate understands how to write for an ever-evolving conversation, can simplify complex problems, obsesses over conversational details, and is a persuasive and effective partner.

Essential responsibilities

Develop conversational maps and dialogue flows in support of partnering with Product teams building customer experiences
Create UX copy that is easy to understand, straightforward, and reflects CarMax’s brand voice and conversational tone
Develop content that fits seamlessly into the broader customer journey and all of the messaging used to support the customer experience
Collaborate with product teams, service designers, and solutions architects to design end-to-end interactions and conversations that feel natural, helpful, and human
Co-write with teammates, product, marketing, legal, PR, and other communication partners
Observe and conduct research; lead content workshops; iterate on content currently in use
Identify points of inconsistency and friction throughout the experience and leverage testing to help to optimize
Contribute to the development and maintenance of a UX style guide
Qualifications for the role

2-5 years of applicable UX writing experience
Strong understanding of conversation fundamentals and conversation design principles
Experience with content-first design, conversation design for digital products or interactions, or narrative/game design preferred
Experience adapting content to a variety of settings, contexts, and stages of the customer relationship
Knowledge of a variety of content testing and research methods
Ability to translate quantitative and qualitative data into actionable content for consumers
Ability to work within the constraints of brand and design style guides, interpret legal guidelines, copyright requirements, and use of disclaimers
Four-year college degree (required)
Computer skills: Microsoft Office 365; Others can be trained
Working knowledge of SEO, UX, and Google Analytics
Skills needed to work at CarMax

Ability to build and maintain relationships across multiple disciplines
Strong analysis and decision-making skills
Strong verbal, written, and non-verbal communication skills
Ability to assess and prioritize work in partnership with others
Ability to complete tasks in a timely manner while balancing time, multi-tasking, and interruptions
Ability to resolve challenges in a positive and professional manner