Every year, millions of people interact with the City of Boston to do everything from finding information on City services to paying a parking ticket or starting a business. At Boston Digital Service, we believe these experiences should be easy to find, understand, navigate – even delightful. 

The Department of Innovation and Technology (DoIT) provides and maintains mission-critical technologies for the City’s more than 18,000 employees and the hundreds of thousands of constituents they serve. 

Boston Digital Service sits within the Department of Innovation and Technology (DoIT) and partners with City departments on improving the programs, services, products, and initiatives that make the City of Boston a great place to live. We’re a cross-functional team with a mission to improve the user experience of existing services, better engage and communicate with our residents, and build new systems to improve how the City delivers services. 

As a UX Content Strategist, you’ll work on cross-functional teams to drive the content strategy forward for City programs and services to ensure that residents of Boston can easily find the information they need and that the City communicates effectively with constituents across channels as it provides services. You will assist your fellow designers in developing tools, processes, and standards to support effective user-centered communications. Your work will also include drafting, editing, managing, and distributing content. This role requires an individual comfortable with rapidly evolving, ambiguous situations who is able to adapt to changing tactical circumstances and chart a course through uncertainty.

• Creating content-focused strategic and tactical recommendations, such as content modeling and taxonomy development.
• Researching and developing information architecture and content.
• Participating in user research and usability testing, with a focus on content; gathering and analyzing feedback; and providing actionable recommendations.
• Leading conversations with subject matter experts and other stakeholders from City departments to understand their organizational goals and the goals of those who use their content.
• Planning and implementing content initiatives of various scales, from single touchpoint to multi-touchpoint and enterprise-wide.
• Using a data-driven approach to content improvements, leveraging resident feedback and analytics.
• Maintaining consistency with the City of Boston’s style and content standards, including designing content to meet the needs of its diverse audience and rewriting and editing complex language so it’s easy to understand.
• Factoring the full context of the user experience, including income, accessibility and language challenges, user needs, and user persona characteristics.

• Contributing to training, self-service materials, and guidelines to ensure that departments across the City of Boston are employing best practices as they organize, create, and improve their content. 
• Working collaboratively with cross-functional teams, which may include developers, other designers, analysts, and product managers.
• Managing projects effectively and efficiently while maintaining priorities, deadlines, and deliverables.
• Upholding our team values of being clear, concise, inclusive, curious, and honest — both in writing and daily collaboration.
• Providing input into planning and estimates for upcoming work.
• Performing related work as required.

• Preferred Bachelor’s degree or equivalent professional experience in user-centered design/human factors, anthropology, public administration, public policy, economics, information technology, data science, finance, sociology, political science, urban studies or a closely related field.
• Two to four (2-4) years experience in relevant roles. 
• Portfolio featuring real-world examples of relevant work. 
• A detailed understanding of user-centered design with a focus on content. 
• Ability to multitask, prioritize requests, communicate with stakeholders, and meet expected milestones.
• Ability to exercise good judgment and focus on detail as required by the job.
• Experience working in a fast-paced, agile environment, especially partnering effectively with business and development stakeholders.
• Experience with Web/app analytics for sites serving large and diverse audiences.
• Experience with information architecture, taxonomies, and creating navigation systems for broad and diverse information websites.
• Strong interest in public service and the desire to improve life for the residents of Boston.
• Familiarity with current web development technologies and standards, including HTML5, CSS3, and Javascript.
• Familiarity with delivering reports, dashboards, and presentations to audiences with varying levels of technical knowledge. 
• Familiarity with web development, responsive design, and accessibility.
• Strong analytical skills and ability to understand and synthesize complex systems.

BOSTON RESIDENCY REQUIRED

You must live within Boston city limits at the start of your employment.

Terms:

Non Union/Salary Plan/Grade:  EXM/MM2-8

Hours per week: 35