Lead Content Strategist (Contract)

This is a contract-based employment opportunity

About The Role:

Are you interested in solving meaningful public problems and transforming public services? The Executive Department of Labor and Workforce Development (EOLWD) is looking for a Lead Content Strategist to help build products and digital services that transform the way it delivers services to millions of constituents. This role will primarily work on content for the Department of Unemployment Assistance (DUA) with opportunities to support other EOLWD agencies in the future.

We’re looking for someone who can write about complex processes so they’re accessible to everyone, and with excellent stakeholder management skills. You will work on revamping DUA’s content on Mass.gov as DUA prepares to launch a modernized unemployment insurance system, and help us grow our capacity for content strategy and design. EOLWD’s content on Mass.gov accounts for 3-4 million views a month.

This position is a full-time contract opportunity. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with one day per week spent at the primary work location in Boston.

About EOLWD and DUA:

EOLWD cultivates a skilled workforce across industries, provides economic stability for workers affected by job loss, injury, or illness, and upholds standards for safe working conditions.

DUA administers the Unemployment Insurance program which provides temporary income assistance to Massachusetts workers who are unemployed.

DUA is one of six agencies situated within EOLWD. EOLWD agencies are committed to developing a world-class, highly skilled labor force to support business growth and innovation in the Commonwealth.

What You’ll Do:

To start, this role will focus on improving the experiences of people applying for unemployment benefits while making it easier for employers—who fund the unemployment insurance program—to navigate their responsibilities. You’ll help create content for the launch of a modern unemployment insurance system and collaborate with a cross-functional team of program directors, and subject matter and legal experts, to support individuals on their journey from unemployment to reemployment. You’ll also help expand our capacity across our agencies to produce high-quality content experiences for our constituents.

Responsibilities:

• Develop content for user interfaces, websites, and other channels that support the best possible experience for claimants and employers
• Design content that is accessible, inclusive, and effective for its audiences
• Gather, analyze, and act on insights from key audiences by reviewing feedback from our call center representatives, web surveys, web analytics, and experience research data
• Advocate for plain language through your own copywriting and as editor of teammates' copy
• Propose and draft content improvements
• Understand government accessibility requirements and design content that works with common assistive technologies
• Set measurable targets for improvements to the constituent experience and report on progress
• Work with stakeholders across DUA to ensure that content across channels is up-to-date, easy to understand, and supports end-to-end constituent experiences
• Define and carry out effective content management processes
• Help identify new roles that will expand our ability to maintain continuous content improvement by growing our team
• Collaborate with the state’s Content Strategy Community of Practice and the Massachusetts Digital Service’s Experience Design and Research team

We'd love to hear from you if you have:

• 5-7 years of experience as a content strategist, content designer, or similar role
• 2-3 years of experience driving systemic improvements within complex service environments
• Proficiency in multiple content genres, such as technical writing, UI writing, marketing copy, etc.
• Experience designing, testing, and implementing digital projects
• Experience working independently to explore concepts from beginning to end
• Experience advocating for people-centered content
• Experience managing stakeholders with differing aims and agendas
• Proficiency in prototyping your ideas to help articulate nuanced design decisions
• Ability to think strategically around trade-offs and short-term vs. long-term benefits in complex ecosystems
• An enthusiasm to solve problems facing public-sector agencies, including promoting equitable access to services
• The ability to collaborate and build relationships across all levels of an organization
• Experience managing large collections of content