Senior Content Strategist

Editorial Governance & Quality Standards

• Inspect content efficacy using existing metrics across LOBs and establish frameworks to hold ourselves accountable, leaning into AI solutions where valuable.
• Own the content strategy for a defined set of LOBs and partner with a team of writers to ensure execution against set standards.
• Own agent feedback on designated content and ensure our process enables the team to meet SLAs and deliver impact through improved articles.
• Inspect our editorial processes and identify ways to enable higher quality content at speed and at scale.

Monitoring, Reporting & Accountability

• Partner with our Insights and Data teams to review and build additional dashboards and tooling to establish more automated governance mechanisms.
• Ensure accurate reporting, insights, and actions that drive impact for the agents, our members, and Chime.

Continuous Improvement & Reinforcement

• Leverage established standards in such a way that the team is unified in their approach to publishing and evaluating efficacy, including agent feedback.
• Propose, build, and operationalize AI solutions for efficiency and consistency.

Requirements

• Bachelor’s degree required.
• 5+ years of experience in one or more of these areas: help and support content, product or content operations, or technical writing.
• Strong analytical skills with experience creating and reporting on content quality metrics and performance data.
• Strong verbal and written communication skills and a track record of success with internal and external stakeholders.
• Experience defining, tracking, and reporting on content metrics and providing data-driven analysis.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
• Experience working with CRM tools (like Zendesk or Salesforce), content management systems, LLMs or generative AI tools, and Google Workspace.

Nice-to-Haves

• Experience with Identity and Fraud procedures for FinTech is a bonus.
• Previous experience working with vendors, BPO partners, or writing contractors is a plus.
• Willingness to travel domestically and internationally 2–3 times a year is a plus.