About the Role
As a Senior Content Designer embedded in our US Travel business, you will act as a strategic partner to Product, Design and Engineering and take ownership of the end‑to‑end user journey across our major travel partners (e.g. Booking.com, Expedia, Priceline). You will define and deliver content strategy, shape product decisions early, and use research, data, and experimentation to influence outcomes. Your role emphasizes proactive ownership of the entire customer journey rather than ticket‑based writing.
Key Responsibilities
- Own the end‑to‑end content experience across the US Travel product lifecycle (offer → purchase → policy → service → claims → communications).
- Act as a strategic partner to Product Managers, Designers and Engineers, influencing product direction – not just wording.
- Develop and execute a clear content strategy aligned to business goals, conversion, retention and trust.
- Design product flows, information architecture, interface language, product naming and communication frameworks.
- Plan and run research (interviews, usability testing, discovery studies, workshops, surveys) and synthesize findings into product recommendations.
- Use analytics, experimentation and A/B testing to evaluate and improve product performance.
- Navigate regulated insurance requirements while maintaining clarity and customer understanding.
- Create scalable content patterns and frameworks that work across multiple travel partners and markets.
- Confidently present and defend recommendations to internal stakeholders and external partners.
- Collaborate from discovery through launch with Product, Engineering, Legal, Compliance, Localization and Data teams.
- Produce and maintain artifacts in Figma, including flows, prototypes and content structures.
- Audit existing journeys and proactively identify improvements without waiting for tickets.
Skills & Experience
- 5+ years of experience in Content Design within a multidisciplinary product organization.
- Experience operating as a strategic partner (not a production copywriter).
- Demonstrated ownership of complex, end‑to‑end user journeys.
- Strong portfolio showing content strategy, service design thinking and measurable business impact.
- Experience in a regulated or complex domain (fintech, banking, payments, health, insurance, or similar).
- Proven ability to independently plan and conduct user research and translate findings into product decisions.
- Experience influencing senior stakeholders and navigating strong opinions.
- Experience using data and experimentation to drive improvements.
- Proficiency in Figma (including flows and lightweight prototyping).
- Ability to onboard quickly, operate autonomously and make decisions with incomplete information.
Experience in travel technology or marketplaces is highly beneficial.
Proficiencies and Attributes
- Thinks like a product owner, not a task‑taker.
- Highly proactive and comfortable identifying problems before they are assigned.
- Confident communicator who can challenge decisions constructively.
- Able to move quickly, pivot and prioritize in a fast‑moving environment.
- Comfortable working directly with external partners.
- Strong judgement in balancing regulation, business goals and customer understanding.
- Comfortable making decisions and taking accountability.
- Curious, pragmatic and outcome‑focused.
- Builds trust quickly and becomes a relied‑upon team member.
- Clear, structured thinker who connects user needs to business outcomes.
What does success look like in 3 months?
You have ramped quickly and are already embedded in the Travel team. Stakeholders involve you early because your input improves decisions, not just copy. You are confidently navigating meetings, identifying problems and proposing solutions. You understand our product ecosystem, partner models and regulated constraints, and you have begun shaping experiences rather than reacting to them.
Key Initiatives (3 months)
- Identify and prioritize experience improvements across at least one major US travel partner journey.
- Run a discovery or usability study and present actionable recommendations.
- Improve clarity and conversion in a live product flow.
- Build trust with Product, Design and Engineering stakeholders.
What does success look like in 6 months?
You are recognized as the content and customer expert within the US Travel domain. Teams actively seek your perspective during product planning and partner discussions. You are influencing roadmaps and helping define what should be built — not just how it should be written. You understand how Content KPIs, Product KPIs and business OKRs connect, and you use them to guide decisions. You have taken strategic ownership of the US Travel experience end‑to‑end.
Key Initiatives (6 months)
- Lead the experience strategy for onboarding new travel partners.
- Launch and optimize new ancillary offerings (e.g. add‑on travel protections).
- Establish scalable content patterns across partners.
- Improve key user journeys (purchase and claims) through research and experimentation.
- Implement clarity and consistency improvements across XCover.com.
Benefits
- Flexible PTO.
- Employee Stock Options.
- Opportunities to contribute to social initiatives through CG Gives programs.
- Supportive environment that values work‑life balance.
This position has an annual base salary range of $145,000 - $185,000
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