The Resource and Content Creation Specialist's primary role is to collect and interpret technical data or information to create, edit and publish high quality resources and content for an intended audience. The Resource and Content Creation Specialist will create a consistent resource and content format and standards for the Credit Union. With a cross-functional perspective, the Resource and Content Creation Specialist will create and maintain a user-friendly information architecture to house all resources and content. Additionally, the Resource and Content Creation Specialist will keep all resources and content easy to use, understand, and find to keep the end user experience and engagement with the preferred tool top of mind.
What You Will Do:
Identifies, plans, manages and executes knowledge/content initiatives in partnership with cross-functional credit union Team Members.
Designs and creates high-quality and easy-to-use resources (including process maps and written documentation) and content that makes it easier for internal customers to perform their jobs.
Identifies audiences for resources/content and anticipate the questions, problems, and needs that the resources/content should address.
Edits, clarifies and proofreads resources and content written by others to ensure consistency of tone and message.
Establishes and maintains a consistent format for resources/content and creates standards for the organization.
Constructs resources and content that are simple and intuitive in the way that end users will need to perform in an end-to-end process.
Continuously assesses and optimizes performance of resources/ content by actively participating in end user research and assessing performance metrics.
Works with end users to test the integrity and ease of use/understanding of written documentation and other end user resources. This includes the searchability and effectiveness of the published documents.
Makes recommendations and plans changes to resources/content based on user feedback.
Explores and implements other ways to gather and incorporate user feedback.
Quickly iterates resource design solutions and work through details.
Understands the voice of the internal customer and their needs, which includes participating in outreach efforts and visiting internal customers on site.
Researches, creates and maintains information architecture templates that uphold business and legal standards and enables easy data migration for all resource tools.
Uses resource/content tools and reporting to analyze engagement and opportunities for improvement of published resources/content.
Participates and partners in review and feedback sessions on writing and design with internal stakeholders including management and the resource and content management specialist.
Uses technology to automate collaboration and approval processes for resources and content review.
Understands operational processes to support the design of efficient, effective processes and to identify process improvement opportunities for automation and workflow changes resulting in reduced costs and/or increased productivity.
Effectively collaborates with all levels of the organization to keep projects moving forward by keeping those teams informed of milestones, roadblocks and successes.
Supports the management of intranet content to ensure intranet content is current, relevant, and consistent in tone and message.
Completes high-quality work in a fast-paced deadline-driving environment.
What We Are Looking For:
5+ years of relevant experience in the field of technical communication preferred, ideally with a focus on developing and implementing an end-user centric system
At least 5 years of experience professional writing preferred.
At least 3 years of experience editing others' writing preferred.
At least 3 years of experience working in an Agile environment preferred.
At least 3 years of experience in HTML coding and CSS preferred.
At least 1 year of experience process mapping.
Strong knowledge of UX and UI preferred.
Strong project management skills, able to meet deadlines for multiple projects at a time.
Advanced critical and strategic thinking skills sufficient to make decisions regarding project and daily work that is complex in nature.
Prior experience in Credit Union and Banking operations preferred.
Bachelor's degree from accredited college or equivalent work experience.
Six Sigma White Belt Certification preferred.
Strong listening, interviewing, written, verbal and digital communication skills, with the ability to conduct meetings, respond to questions, and deliver formal presentations to all levels of the organization.
Advanced interpersonal skills and business acumen with the ability to work with cross-functional teams from subject matter experts to middle and senior level management.
Strong command of the English language, with an eye for detail, meticulous grammar, and proofreading skills.
An eye for visuals and graphic design, and familiarity with image editing tools.
Advanced writing skills with the ability to break down complex technical subjects and present them in an approachable way for different audiences - including translating technical jargon into plain language.
Advanced skills using a personal computer and various software packages, including Microsoft Office Suite and intranet software.
Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.
Equal Opportunity Employer - Veterans / Disabled
Drug-free Workplace
Pay Grade Info:
To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.
The base pay range for this position is: $29 - $36 /hourly.
Perks Important to You:
Our Team Members enjoy the following rewards and benefits:
Competitive pay
Subsidized health care including medical, dental and vision
FSA and HSA
Company-Paid Life and A&D insurance
Discounts on loans (must be a member)
Paid Vacation, Holiday, and Sick time
401k Retirement Saving Plan with a 6% safe harbor employer match
Educational Assistance Program and more!
About Us:
Founded in 1957, Premier America is one of the nation's largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.
Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.