UX Content Writer

About the Role

As a UX Writer, you will be a key contributor within the Client Experience Design group of the Experience & Design team, responsible for crafting clear, intuitive, and engaging copy that guides KeyBank's consumers through our digital banking experiences.

You will collaborate with product designers, researchers, and engineers to create microcopy, content strategies, and user flows that make complex financial services accessible and approachable for everyday users. Your words will shape how millions of consumers interact with their money, from checking balances to applying for loans.

You will champion user-centered content design, ensure consistency across all consumer touchpoints, and translate research insights into meaningful copy that reflects our commitment to making banking simple, human, and helpful.

This role requires a skilled communicator who can distill complex financial concepts into clear language, collaborate effectively with cross-functional teams, and balance user needs with business objectives and regulatory requirements.

Key Responsibilities

CONTENT STRATEGY & DESIGN

• Create clear, concise, and actionable microcopy for digital banking interfaces, including buttons, error messages, form fields, and instructional text

• Develop content strategies and information architecture that guide users through complex financial tasks and workflows

• Partner with product designers to ensure copy and design work together seamlessly to create intuitive user experiences

• Translate technical and financial terminology into language that everyday consumers can understand and act upon

RESEARCH & VALIDATION

• Conduct content audits to identify opportunities for improvement and ensure consistency across products

• Partner with UX researchers to test and validate copy through A/B testing, usability studies, and user feedback sessions

• Incorporate qualitative and quantitative data into copy recommendations and iterations

• Analyze user behavior metrics to understand how copy impacts task completion and user satisfaction

COLLABORATION & INFLUENCE

• Work closely with product managers, designers, and engineers throughout the Agile development process

• Collaborate with legal and compliance teams to ensure all copy meets regulatory requirements while remaining user-friendly

• Partner with marketing and brand teams to maintain voice consistency across consumer touchpoints

• Participate in design sprints, workshops, and ideation sessions to solve user problems through content

STANDARDS & GOVERNANCE

• Contribute to and maintain KeyBank's UX writing style guide and content design principles

• Ensure all consumer-facing copy adheres to accessibility standards and inclusive language guidelines

• Document content patterns and reusable copy components for the Key Design System

• Champion best practices in content design across the organization

Qualifications

• 3+ years of experience in UX writing, content design, or related field

• Portfolio demonstrating clear, user-centered writing for digital products, with emphasis on simplifying complex information

• Strong understanding of user experience principles and human-centered design methodologies

• Experience writing for responsive web and mobile interfaces

• Proven ability to collaborate with cross-functional teams in an Agile environment

• Proficiency in Figma and other design collaboration tools

• Experience with content management systems and documentation tools (Confluence, Jira)

• Exceptional attention to detail and ability to maintain consistency across multiple projects

• Bachelor's degree in English, Communications, Journalism, HCI, or related field (or equivalent experience)

Preferred Qualifications

• Experience in financial services or other highly regulated industries

• Familiarity with accessibility standards (WCAG) and inclusive design principles

• Understanding of SEO principles and their application to UX content

• Experience with localization and writing for diverse audiences

• Knowledge of content testing methodologies and analytics tools

• Understanding of front-end development concepts (HTML/CSS)

• Experience contributing to or maintaining design systems