Content Strategist

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

As a Content Strategist, you will lead and guide content improvement that delivers world class customer success outcomes for Xero and it’s users. Working with content creators, researchers, designers, and other content strategists you will confidently take on projects designing new types of education and support content and developing exemplars, content guideline improvements, processes and extend your skills on larger ongoing content collaborations.

**Content strategy**:

- Take the lead when working with content creators to guide development of new, and improvements to existing, support and education content for customer success.
- Work with Xero Central UX designers - contribute to the development of customer success services by providing outstanding content strategy that enhances the work of our product designers and follows our vision for Xero Central.
- Lead new content development - help to guide and facilitate the development of new types of customer success content.
- Promote good content principles and practices - use your knowledge of what makes exceptional web content to help all our customer success content creators do their best work.
- Carry out content analysis - use data and your knowledge of good content practices to assess the quality and effectiveness of content and suggest improvements to both the content and the ways in which it’s created.
- Communicate effectively - present and communicate content design issues and solutions to a range of different audiences.
- Collaborate with content creators, designers and researchers to solve problems - challenging assumptions, agreeing on the purpose, principles and vision, and conceiving and sharing content models or experiences that help solve the problems.
- Define and document the ways we work - write down and maintain guidelines and processes for how we create and update our content.
- Conduct research - where appropriate, work with researchers to identify research opportunities, and plan and undertake research, including desk research focused on best practice and competitor offerings of customer success content. Champion the value of research within customer success and Xero generally.

**Working with cross functional teams**:

- Work directly with content, research, and design peers to define problems and direction, while building a good foundation of trust.
- Provide a link between the UX and content for customer success making sure that users’ experiences feel consistent.
- Educate content creators on how best to use guidelines while improving them alongside XUI improvements.
- Work with individuals and teams to improve their understanding of content strategy and grow their skills in building content.
- Participate when content designers are challenging teams to think differently and lean into debates and constructive conversations with honesty and trust.

**Improving practices**:

- Look at our practice with a critical eye. Collaborate with other content specialists to test ideas, share challenges and build quality in our practice.
- Work with other content strategists often so you can learn and pass on your expertise to others by collaboration and participation in their work.
- Alongside content work, participate in practice improvement initiatives with others in the team, to make sure we as a team are operating efficiently and to the best standard we can.
- Raise the visibility of content strategy - increase awareness and understanding of the work the content strategy team does, and how we communicate with customers in customer success.

**Leadership**:

- We believe leadership is part of everyone's role, ensuring that you are emulating Xero's values and the values of the content team.

**What you’ll bring with you**:

- Track record of delivering clear, user-centred customer success content
- Track record of working with multidisciplinary teams to deliver content
- An analytical approach to solving complex problems
- Excellent communication skills
- A portfolio that demonstrates delivery of high-quality learning or support content
- Skills and experience with the content strategy process
- Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too._
- Please note that we currently require all employees and contractors to be vaccinated against COVID-19 in order to work from a Xero office, or engage in a