Documentation & UX Sr. Specialist
Charles Schwab, Charlotte, NC, United States
Overview
Documentation & UX Specialist
role at Schwab Retirement Technologies (Schwab RT). You will shape how clients experience and understand our products, bring clarity to complex topics, advocate for users, and modernize how we create and deliver user assistance while growing your own skills. We collaborate with Product, Design, Engineering, and Client Service teams to craft experiences that are intuitive, trustworthy, and empathetic for users across Schwab RT’s web, mobile, and desktop applications. Responsibilities
Create and maintain product documentation such as user guides, release notes, and knowledge articles Write UX content for digital experiences, including page titles, system messages, and error states Help modernize how we deliver user assistance through video, emerging tools, and AI-supported workflows Support the Product team with marketing collateral, presentation decks, and client communications as needed Learn and participate in the UX process—from research and ideation through design, testing, and validation Base Responsibilities (first 6–12 Months)
Create, update, and maintain software documentation and release communications Bring legacy documentation up to date and close knowledge gaps Help maintain our customer-facing knowledge base and documentation library Support migration of internal resources to SharePoint Design and author content that builds clarity and trust throughout the user journey Participate in user research, design thinking sessions, and user flow diagramming Contribute to digital design system guidelines, components, and documentation Assist with usability and accessibility testing Collaborate with designers, product owners, and engineers in an Agile environment Growth Opportunities (year 1+)
Explore and responsibly apply AI and emerging tools to improve documentation and UX workflows Help expand video-based user assistance, from short-form release updates to long-form training content Support planning and migration to a modern documentation portal (structured content, analytics, AI-assisted search, and role-based access) Occasionally assist with wireframes, user flows, visual designs, and interactive prototypes You’ll Thrive In This Role If You
Learn quickly and stay curious when navigating new or complex information Enjoy translating technical concepts into clear, approachable content Think creatively, ask thoughtful questions, and dig deep when something doesn’t add up Pay close attention to details—whether that’s copy, layout, or user flow Approach your work with empathy and advocate for the end user Work independently while building strong, collaborative relationships Embrace feedback, iteration, and continuous improvement Enjoy variety and are comfortable wearing multiple hats Required Qualifications
Strong writing and editing skills with the ability to simplify complex ideas Bachelor’s degree or equivalent experience in English, technical communication, content design, or a related field Minimum 3 years of experience in software documentation, technical writing, content strategy, UX design, or a related area Experience collaborating with Design, Product, Engineering, and Client Service teams Proficiency with Microsoft 365 and Adobe Acrobat Experience working with knowledge bases or documentation portals Preferred Qualifications
Familiarity with UX principles, tools, and artifacts (e.g., user flows, wireframes, Figma) Basic understanding of accessibility standards and practices (WCAG, screen readers, ARIA) Experience in complex, technical, or highly regulated environments Experience using AI-assisted tools in documentation or UX workflows Video creation experience (Adobe Premiere or similar tools) Exposure to API documentation or help-authoring tools (e.g., Adobe RoboHelp) Experience designing PowerPoint presentations and client-facing materials Familiarity with compliance workflows for marketing or communications Exposure to financial concepts such as investing, accounting, or tax Experience managing content lifecycles (information architecture, versioning, reviews, and style guides) Foundational understanding of front-end concepts (HTML/CSS, component-based design), with no expectation of coding What’s in it for you
We offer a competitive benefits package that supports your well-being today and in the future, along with a hybrid work approach balancing in-person collaboration with flexibility. 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and sabbatical programs Paid parental leave and family-building benefits Tuition reimbursement Health, dental, and vision insurance
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Documentation & UX Specialist
role at Schwab Retirement Technologies (Schwab RT). You will shape how clients experience and understand our products, bring clarity to complex topics, advocate for users, and modernize how we create and deliver user assistance while growing your own skills. We collaborate with Product, Design, Engineering, and Client Service teams to craft experiences that are intuitive, trustworthy, and empathetic for users across Schwab RT’s web, mobile, and desktop applications. Responsibilities
Create and maintain product documentation such as user guides, release notes, and knowledge articles Write UX content for digital experiences, including page titles, system messages, and error states Help modernize how we deliver user assistance through video, emerging tools, and AI-supported workflows Support the Product team with marketing collateral, presentation decks, and client communications as needed Learn and participate in the UX process—from research and ideation through design, testing, and validation Base Responsibilities (first 6–12 Months)
Create, update, and maintain software documentation and release communications Bring legacy documentation up to date and close knowledge gaps Help maintain our customer-facing knowledge base and documentation library Support migration of internal resources to SharePoint Design and author content that builds clarity and trust throughout the user journey Participate in user research, design thinking sessions, and user flow diagramming Contribute to digital design system guidelines, components, and documentation Assist with usability and accessibility testing Collaborate with designers, product owners, and engineers in an Agile environment Growth Opportunities (year 1+)
Explore and responsibly apply AI and emerging tools to improve documentation and UX workflows Help expand video-based user assistance, from short-form release updates to long-form training content Support planning and migration to a modern documentation portal (structured content, analytics, AI-assisted search, and role-based access) Occasionally assist with wireframes, user flows, visual designs, and interactive prototypes You’ll Thrive In This Role If You
Learn quickly and stay curious when navigating new or complex information Enjoy translating technical concepts into clear, approachable content Think creatively, ask thoughtful questions, and dig deep when something doesn’t add up Pay close attention to details—whether that’s copy, layout, or user flow Approach your work with empathy and advocate for the end user Work independently while building strong, collaborative relationships Embrace feedback, iteration, and continuous improvement Enjoy variety and are comfortable wearing multiple hats Required Qualifications
Strong writing and editing skills with the ability to simplify complex ideas Bachelor’s degree or equivalent experience in English, technical communication, content design, or a related field Minimum 3 years of experience in software documentation, technical writing, content strategy, UX design, or a related area Experience collaborating with Design, Product, Engineering, and Client Service teams Proficiency with Microsoft 365 and Adobe Acrobat Experience working with knowledge bases or documentation portals Preferred Qualifications
Familiarity with UX principles, tools, and artifacts (e.g., user flows, wireframes, Figma) Basic understanding of accessibility standards and practices (WCAG, screen readers, ARIA) Experience in complex, technical, or highly regulated environments Experience using AI-assisted tools in documentation or UX workflows Video creation experience (Adobe Premiere or similar tools) Exposure to API documentation or help-authoring tools (e.g., Adobe RoboHelp) Experience designing PowerPoint presentations and client-facing materials Familiarity with compliance workflows for marketing or communications Exposure to financial concepts such as investing, accounting, or tax Experience managing content lifecycles (information architecture, versioning, reviews, and style guides) Foundational understanding of front-end concepts (HTML/CSS, component-based design), with no expectation of coding What’s in it for you
We offer a competitive benefits package that supports your well-being today and in the future, along with a hybrid work approach balancing in-person collaboration with flexibility. 401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and sabbatical programs Paid parental leave and family-building benefits Tuition reimbursement Health, dental, and vision insurance
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