Job DescriptionThe Senior Content Designer, Product Design, eCommerce is a senior individual contributor responsible for the content strategy, experience language, information architecture, and content quality across Brightspeed's eCommerce ecosystem. This role looks across multiple funnels and customer journeys to define the overall content approach, connect related experiences, identify patterns, and ensure customers receive clear, consistent, and helpful guidance from discovery through purchase, account creation, installation, and post-order moments.
This role is strategy-led. The Senior Content Designer is expected to understand the full digital ecosystem, define content frameworks across funnels, influence product and design direction, and guide how content supports business goals, customer comprehension, conversion, accessibility, and long-term experience quality. This role uses AI-assisted tools to improve content strategy, content operations, and conversational customer experiences while maintaining accuracy, clarity, accessibility, and customer trust.
The Senior Content Designer also acts as a mentor and coach for other content and product design partners. This person helps raise the quality of the team's content work through critique, standards, documentation, reusable patterns, and practical guidance. They are accountable for connecting the details of interface copy to the broader customer journey and ensuring content decisions scale across the eCommerce experience.
IMPACT
Content Strategy Across Funnels - Own content strategy across multiple eCommerce funnels, including acquisition, service qualification, plan comparison, cart, checkout, account creation, installation scheduling, order confirmation, post-order education, and related self-service journeys.
- Identify how content decisions in one part of the journey affect customer comprehension, conversion, support needs, and downstream experience quality in other funnels.
- Apply AI-assisted methods to content analysis, exploration, prototyping, or conversational experiences, and help establish clear, responsible content practices for AI-enabled interactions.
- Create content frameworks, journey-level messaging strategies, decision trees, naming systems, and information architecture recommendations that help customers understand options and complete tasks with confidence.
- Partner with product design, product management, analytics, research, marketing, legal, and engineering to shape experience strategy before detailed execution begins.
- Use customer insights, funnel data, usability findings, experimentation results, and stakeholder input to identify content gaps and prioritize improvements.
- Balance business requirements, legal constraints, brand voice, product complexity, and customer needs when defining content direction.
Experience Architecture & UX Writing Leadership - Lead content design for complex, ambiguous, or high-impact eCommerce initiatives that require systems thinking across pages, flows, platforms, and customer states.
- Define the role of content in the experience, including page hierarchy, customer guidance, progressive disclosure, comparison logic, error recovery, and decision support.
- Write and refine high-value interface content including headlines, CTAs, labels, helper text, product education, comparison language, error messages, confirmation content, and transactional guidance.
- Translate complex product, pricing, eligibility, installation, promotional, legal, or technical information into clear and customer-friendly experiences.
- Ensure content decisions support accessibility, plain language, inclusive language, responsive design, and measurable customer outcomes.
- Create content annotations, rationale, content models, and handoff documentation for engineering, QA, product, legal, and business partners.
Mentoring, Coaching & Team Elevation - Coach and mentor content designers, product designers, and cross-functional partners on content design best practices, UX writing, journey thinking, and customer-centered communication.
- Lead content critiques, content reviews, and working sessions that improve the quality, consistency, and strategic value of the team's work.
- Help less experienced content designers move from task execution to stronger journey awareness, rationale, and systems thinking.
- Create reusable guidance, templates, standards, and examples that make strong content decisions easier for the broader team.
- Model strong stakeholder communication by explaining content strategy, trade-offs, risks, and recommendations clearly to both working teams and leadership.
Content Systems, Governance & Measurement- Contribute to content standards, voice and tone guidance, reusable UX writing patterns, and content components within Brightspeed's design system.
- Define and maintain patterns for forms, errors, alerts, CTAs, plan cards, comparison tables, checkout steps, eligibility states, confirmation messages, and post-order guidance.
- Identify outdated, inconsistent, duplicated, or conflicting messaging across funnels and recommend governance improvements.
- Partner with analytics and experimentation teams to evaluate content performance and identify opportunities to improve clarity, conversion, and task completion.
- Support content inventories, audits, journey maps, and documentation that give the team a clear view of the broader content ecosystem.
May perform other duties as assigned.
QualificationsYOU WILL THRIVE IN THIS ROLE IF YOU - Hold a bachelor's degree in English, Communications, UX, HCI, Design, Journalism, Content Strategy, or a related field, or bring equivalent practical experience.
- Bring 7 or more years of experience in content design, UX writing, product content strategy, or digital content design.
- Have practical experience using AI within a professional content-design or content-strategy workflow and can speak confidently about at least one relevant example.
- Have experience shaping content strategy across multiple digital funnels, customer journeys, or product areas.
- Have a portfolio that demonstrates strategic content design, journey-level thinking, systems thinking, UX writing craft, and measurable experience improvements.
- Can simplify complex product, pricing, legal, technical, or operational information into clear customer-facing experiences.
- Can mentor other designers, lead critiques, and raise the quality of content work across a team.
- Understand product design workflows and can collaborate fluently with UX/UI designers, product managers, engineers, researchers, analysts, marketing, and legal partners.
- Are comfortable working in Figma and reviewing content directly within design files.
- Understand accessibility, plain language, inclusive language, responsive design, content governance, and design systems.
- Can lead content decisions in ambiguous situations and communicate strategic rationale with confidence.
A PLUS IF YOU HAVE - Experience in telecommunications, broadband, utilities, subscription services, regulated digital experiences, or complex eCommerce ecosystems.
- Experience with checkout, cart, plan comparison, promotions, service qualification, account creation, onboarding, or self-service funnels.
- Experience contributing to design systems, content systems, UX writing guidelines, or content governance models.
- Experience with experimentation, content testing, usability testing, conversion optimization, analytics, or journey measurement.
- Knowledge with SEO, personalization, localization, or Spanish-language content workflows.
LANGUAGE SKILLS English required. Bilingual Spanish a plus.
PHYSICAL DEMANDS Work is primarily sedentary, performed indoors from a home or company office while operating a computer and standard office productivity tools. Occasional additional hours may be required to meet project deadlines.
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