• Lead content strategy for complex traveler and host experiences across fintech and insurance products, including 0-to-1 fintech initiatives.

• Simplify legal and policy requirements into clear, user-friendly language across booking and post-purchase flows.

• Collaborate with cross-functional partners across multiple brands, markets, and time zones.

• Help define content frameworks, templates, and guidelines that support consistency and scale across teams.

• Iterate on content using stakeholder feedback and user research insights to improve clarity and usability.

• Designed content for a customer support platform workspace used by agents to manage customer conversations and tasks.

• Improved agent workflows by consolidating tools and information into a redesigned agent home with customizable workspaces.

• Conducted content audits across UI components such as errors, CTAs, and labels to improve clarity and consistency.

• Contributed to evolving content standards and best practices used across multiple teams.

• Hosted weekly content office hours to support teams without dedicated content design resources and improve overall content quality.

• Created conversational content for QuickBooks Payroll, supporting small business owners through onboarding, payments, and tax workflows.

• Collaborated with product, engineering, legal, and compliance teams to ensure content aligned with regulatory and user needs.

• Held content office hours to review and improve UI text, product messaging, and help content.

• Managed digital content for multiple websites and campaigns at the Smoking Cessation Leadership Center.

• Led campaign content from concept to launch, including web content and UI copy.

• Developed content strategies to align messaging across web, email, and social channels.

• Researched and wrote newsletters, articles, blogs, and social content for healthcare audiences.

• Conducted usability research on a healthcare app to identify friction points and opportunities for improvement.

• Synthesized research findings into actionable recommendations in collaboration with UX design partners.

• Contributed UX writing for navigation and instructional flows.