Support Lead II - Communications (IAM)

ine and recommend messaging solutions that support the user experience and meet brand, tone, and voice guidelines.

Responsibilities

• Drive a vision for instructional, educational, and help-based content across all IAM functions, controls, services, and products

• Write clear, concise user interface copy for products, including microcopy, instructional text, and error messaging

• Develop a vision for messaging across a given product and ensure tactical execution to drive cohesive narratives across all digital touch points

• Utilize storytelling and narrative skills to improve user experience in alignment with Navy Federal brand, tone, and voice

• Ensure technical documentation is clear, concise, and easy to follow.

• Collaborate with developers, designers, analysts, researchers, and product managers to define and drive user-centered experiences

• Influence writing strategy, anticipate internal/external business challenges, and adapt as needed

• Originate new concepts, strategies, or innovative approaches to user experience messages that have significant impact

• Coordinate writing processes to improve project efficiency

• Ensure all user interface language follows Navy Federal's conventions for punctuation, capitalization, and grammar

• Identify opportunities to define and establish conventions for digital messaging

• Create and apply user experience models, such as journey maps or personas

• Identify opportunities to solve design problems utilizing text

• Remain knowledgeable and serve as advocate for content best practices within IAM team

• Manage multiple projects under tight deadlines across a broad variety of product categories and audiences

• Proactively identify language concerns and successfully address those issues to ensure projects stay on track to meet project milestones, project time/scope/quality/funding expectations, and business objectives

• Assist both Workforce and Member IAM teams through the Development Lifecycle for multiple projects within various phases, ensuring that the deliverables meet language expectations

• Identify opportunities to improve workflows and efficiency for developing language within products that meet business and member needs

• Work on multiple projects, prioritizing them according to project needs, level of effort, and project timelines

• Perform active check-ins with Workforce and Member leads to ensure all materials are vetted through the technical writing team

• Act as subject matter expert for user insights and user experience best practices

• Oversee and mentor level I team members, when needed

• Perform other related duties as assigned

Qualifications

• Bachelor's degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience

• Expert hands--on experience outside the classroom in technical writing, UX writing, fact-checking, copywriting or content/creative strategy and including instructional, educational and help based content.

• Expert cross-group collaboration and persuasion skills

• Expert skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation

• Demonstrated ability to articulate design concepts to a broad audience, including non-designers

• Expert verbal and visual communication skills

• Advanced detail and organizational skills

• Demonstrated ability to lead, guide, and mentor others

• Ability to apply analytical, creative, visual, and critical thinking

• Expert knowledge of effective writing and editing

• Extensive experience of user-centered design processes and best practices

• Extensive knowledge with modern development standards, techniques, and methodologies (e.g., HTML, XHTML, AJAX, JavaScript, CSS, etc.)

• Extensive knowledge of web, mobile, and application design

• Expert knowledge of best practices for web and mobile-based content, tools, and forms

Desired Qualifications

• Master's degree in English, Communications, Journalism, or the equivalent combination of education, training, and experience

• Knowledge of Identity and Access Management and Cyber Security-related functions and controls

• Knowledge of financial services industry and products

Hours: Monday - Friday, 8:00AM - 4:30PM (Occasional after hours support may be required)
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• Fortune 100 Best Companies to Work For 2025

• Yello and WayUp Top 100 Internship Programs

• Computerworld® Best Places to Work in IT

• Newsweek Most Loved Workplaces

• 2025 PEOPLE® Companies That Care

• Newsweek Most Trustworthy Companies in America

• Military Times 2025 Best for Vets Employers

• Best Companies for Latinos to Work for 2024

• Forbes® 2025 America's Best Large Employers

• Forbes® 2025 America's Best Employers for New Grads

• Forbes® 2025 America's Best Employers for Tech Workers

• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence

• Military.com Top Military Spouse Employers 2025

• 2025 Handshake Early Talent Award

From Fortune . ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.