Sr. UX Content Designer – Customer Journey Experience Design

Sr. UX Content Designer – Customer Journey

Experience

• Design

• Sr. UX Content Designer – Customer Journey

Experience

• Design

• Solicitar

• remote type

• Not Remote

• locations

• SF - 2 Folsom

• time type

• Tiempo completo

• posted on

• Publicado ayer

• job requisition id

• R221954

• Sobre la función

• As a senior content designer within our

Experience

• Design

• This is a description of responsibilities and expectations for the role. The candidate will own how our brands sound in the product experience across four brands and every stage of the customer journey (discovery, browse, product detail, checkout, post-purchase, and lifecycle). They will write the content customers read, and define the voice, tone, and editorial guidance behind it. The role involves collaboration with brand journey leads and the design system team to decide what content is shared across brands and what stays brand-distinct, with an emphasis on facilitation as well as writing. The candidate will be the first content designer in the function, responsible for building guidelines, content patterns in the design system, and testing language with customers. They will be hands-on with high-leverage flows and supported by UX leadership.

• The craft combines deep human-centered writing with technical understanding of content models, metadata, taxonomy, CMS constraints, localization, and accessibility. The role thrives in a fast environment where AI accelerates drafting, variation, and audits at scale, while human judgment and customer evidence remain essential.

• Qué haces

• Write and edit the content in our customer journey experiences: navigation and labels, product detail, checkout, errors and empty states, and moments that carry brand personality

• Define voice and tone for our brands in the product experience, and write editorial guidance usable by non-writers

• Collaborate with brand journey leads and the design system team to decide what content is shared across brands and what stays brand-distinct, documenting outcomes

• Build content into the design system: content patterns, component-level guidance, microcopy standards, and language accessibility

• Partner with Product Management and Engineering so that content is an input to what gets built

• Partner with brand and creative teams so that product voice and brand voice align for each customer moment

• Collaborate with UX Research to test language with customers, focusing on comprehension

• Work with structured content: content models, metadata, taxonomy, CMS constraints, translation and localization readiness

• Encourage critique, provide worked examples, and pair with designers who are not writers to raise standards

• Balance scope, business impact, fidelity, and delivery speed; clearly state trade-offs and customer impact

• Measure impact by linking content decisions to comprehension, task completion, conversion, and support contacts; use results to determine next steps

• Identify content gaps for leadership visibility and planning

• Present work and rationale to diverse audiences; participate actively in critique and design reviews

• Use AI to move faster on drafting, variation, and audits while clarifying where it helped and where it did not

• Quién eres

• Substantial experience in content design or UX writing for consumer-facing digital products, with a portfolio showing how language changed an experience

• An established practitioner capable of owning work end to end without close direction

• Deeply human-centered in writing and thinking, starting from customer goals and uncertainties

• Experience writing voice and tone or editorial guidance used by others

• Comfortable with content models, metadata, taxonomy, CMS constraints, localization, and accessibility standards

• Creative range to write with brand personality and clear error messages

• A facilitator who can guide groups with competing brand interests to reach answers

• Experience across more than one brand or product line; knows when consistency helps and when brand expression should take priority

• Comfortable working inside a product operating model with Product Management and Engineering

• Data-informed; tests language and measures impact, able to explain results to partners

• Hands-on and fast; energized by velocity and using AI to accelerate evidence without lowering quality

• Generous with craft; lifts the standard of writing across designers who are not writers

• Comfortable being the first to build a practice and candid about knowns and unknowns

• Puestos similares (1)

• Sr. UX Designer – Customer Journey

Experience

• Design

• remote type

• Not Remote

• locations

• SF - 2 Folsom

• time type

• Tiempo completo

• posted on

• Publicado hace 11 días

• About Us

• At Gap Inc., we’re more than the clothes we make. We’re a collective of brands united by the belief that real people can drive real change. We’re a company that’s been synonymous with equality and inclusivity since our founding. The first of our industry to translate our commitment to sustainability into true accountability.

• Made stronger by our global team’s unique personalities, passions and pride, we set out every day to make the world a bit bolder and a bit brighter.

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