Digital Product Content Lead and Technical Writer, Digital Channels

Overview

JOB DESCRIPTION: Digital Product Content Lead and Technical Writer, Digital Channels

The Treasury Services business within BNY Mellon services the payments, liquidity management and trade financing needs of our clients in the US and internationally, assisting them in their efforts to optimize cash flow, ensure adequate liquidity and manage risk - all essential components to their success.

Today, we are a recognized leader, influencing the industry, assisting our clients through changes in our environment and guiding them toward new technologies that will lay the foundation for their long-term success, while also meeting their very real need to continue to use the proven solutions they have traditionally relied upon. We continue to strive to bring faster processes, simpler interactions, actionable data and insights into what rapidly evolving digital solutions promise to deliver in the future. And while we are committed to the digital transformation of our industry, we also want our clients to know that we are balancing that enthusiasm with a continued focus on providing the stability and reliability they have come to expect from us. We deliver our solutions with a dedication to unsurpassed customer satisfaction, an approach that has continually earned us excellent customer service ratings.

As the financial industry continues to digitalize and evolve, BNY Mellon is uniquely positioned to offer a comprehensive suite of payment solutions to cater for the breadth and varying needs of its clients across the globe - both now, and for the future. Today, banks are expected to deliver faster, smarter, more transparent, and convenient transactions. BNY Mellon is meeting this expectation head on. The bank is continually investing in and leading the advancement of payments, both by enhancing traditional rails, as well as leveraging new industry initiatives and emerging technologies. By driving internal change, the bank is also driving external change. BNY Mellon is working hand-in-hand with clients to ensure their processes - from a speed, efficiency, and sustainability perspective - are fully optimized and fully digitalized.

The Treasury Service business offers a suite of Digital Channel Solutions for clients to integrate them within their process and TMS / ERP / Treasury Workstation systems via API, Online Banking and Host to Host File Connection Services. The Digital Channels Product Content Lead and technical Writer will be responsible to commercialize and increase adoption of the Digital Channel solutions by producing and managing impactful client facing product content. The ideal candidate would have technical knowledge and experience in APIs, Online Banking and File connection Services, Cross Border Payments, ISO20022 and Cash Management services.

Roles and Responsibilities

• Plan, write and shape digital content including interface language, UI, product education, naming conventions, navigation and other content for Digital Channels Product Team in Treasury Services.
• Create and maintain API documentation and guides. Document APIs, products and features, as well as standards and guidelines for engineers building the APIs.

• Review, understand and deliver content leveraging voice, tone and content standards to drive maintain content quality and consistency across products and channels. Share work across the organization through design reviews, product reviews and more.

• Work with product teams to turn draft content into well-organized, easy-to-read documentation and help take the content through multi-step governance process, including legal reviews, and any necessary revisions
• Drive commercialization of the Digital Channels product Capabilities for Online Banking, APIs and File Services group working in partnership with product development, operations, UAT and market management team, to create & execute project plans in support of early adopter and mass commercialization phases
• Manage client collateral such as TreasuryEdge Demo, Startup / Help Guides and the RFP database to keep Sales and Implementation teams informed with the most current information on global channels products and consistency of language and content across all client-facing content.
• Leverage data analysis for client selection and execution planning; work with the global and regional product team to review the analysis in preparation for the various readiness activities
• Create comprehensive communication plans to ensure internal teams and clients are aware & prepared for launch of new capabilities, including development of client facing product collateral and help guides, internal training for stakeholders, online information and Webinars.
• Develop initiatives to drive adoption rate of newly implemented functionalities, including maintaining program updates in client-facing platforms such as the Capability grid.
• Analyze and act on post-commercialization results and provide feedback to Product team members to improve overall quality of commercialization plans, execution, and adoption metrics.
• Analyze client feedback through interactions with regional leads, pilot client feedback, VOC analysis and partner with the product team to devise specific action plans to address that feedback

• Partner with Research and Design in user testing, customer journey mapping and persona development to create UX artifacts for omni-channel experience.
• Contribute to content strategies for projects and initiatives within the Channels group. Work closely with Designers to develop wireframes and iterative prototypes
• Identify opportunities for research activities (user interviews, surveys, focus groups, usability studies, etc.) and leverage findings to optimize product design and development.
• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences.

• Partner with Channels Product managers, other Product teams and partners to identify areas of opportunity, including process improvements, etc.
• Provide subject matter expertise for CMS tool improvements

Qualifications

• At least 5-7 years of experience writing and editing customer-facing content for the digital space and delivering results in drafting UX/digital content and/or content strategy.
• Minimum of a bachelor's degree, preferably in English, Journalism, Marketing, Advertising or other communications-related field.
• Excellent verbal and written communication skills, with a thorough knowledge of the English language, grammar, spelling, punctuation and usage; as is a firm understanding of the Associated Press style guide. Experience adhering to documented standards for copy, including writing according to BNYM's voice & tone standards.
• Proven ability to distill complex information into easy-to-understand terms and to clearly explain technical concepts with an empathy for users.
• Proficiency writing software documentation, including API guides, tutorials, and quick-start guides. Experience identifying gaps and types of content to be written.
• UX copywriting experience required, as well as basic level of familiarity with design and workflow management tools like Figma, JIRA and Confluence. Proficiency in HTML, Markdown and documentation-as-code.
• Success record in creating content for complex end-to-end experiences and continuously improved documentation by focusing on both short-term and long-term goals in alignment with customer needs and business goals.
• Experience working in cross-functional teams, interacting with designers, researchers, usability specialists, product managers, legal and compliance experts and line-of-business owners.
• Experience with Treasury Service Products and Digital Channels capabilities including API products and technical platforms.
• Experience in Project Management - ability to manage schedules and deadlines for multiple projects Ability to translate conflicting priorities and requirements into an actionable plan. Organized and focused on execution.
• High levels of accountability and ownership. Proactive, solutions-oriented mindset, Analytic by nature with strong attention to detail.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

EEO Statement:

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.