Steve Heald’s resume

CONTENT STRATEGIST, UX WRITER, COPYWRITER

SENIOR CONTENT STRATEGIST & UX WRITER • 2023 to Present
Granite Solutions (remote consultant)

Increase usability of fintech company’s retirement plan enrollment & onboarding experiences as a content strategist

Ensure consistent user experience across digital products by developing content design system / style guide
Boost process efficiency by advocating for design thinking best practices and leveraging AI
Maximize team’s collective strengths by encouraging collaboration between content, design, research, and product team members

SENIOR CONTENT STRATEGIST & UX WRITER • 2022 to 2023
Designit (remote consultant)

Led content strategy for SVB Go, Silicon Valley Bank’s digital banking platform for U.S. and global businesses
Wrote microcopy (mobile app and website) to help clients easily perform daily banking tasks
Adhered to accessibility and UX best practices while meeting business and client objectives
Presented UX work and got buy-in from the design team and stakeholders
Managed the style guide team; expanded the guide to help design teams work more efficiently and build high-quality digital experiences at scale
Performed research and competitive analysis for digital banking experiences
Collaborated with the UX team (design, research, developers, QA), product owners, and stakeholders

SENIOR CONTENT STRATEGIST & UX WRITER • 2021 to 2022
Charles Schwab (New York, NY)

Led content strategy, as a part of the UX team, for the onboarding experience and other content related to the Schwab acquisition of TD Ameritrade (30M+ clients moved to Schwab)
Helped tell the brand story to ensure clients enjoy their digital interactions with the company
Presented content and UX projects to stakeholders and clearly outlined how the work met business and client objectives
Performed competitive audits and market research to guide content strategy and user experience
Prepared content, including microcopy, for research (moderated user tests, A/B tests, and more) and adapted content to improve the user experience based on research and data
Managed the editorial style guide and focused on consistency to provide clients familiarity across digital channels
Developed customer journey maps using programs like Mural, Sketch, and InVision
Collaborated with UX design, research, developers, QA, product owners, and stakeholders
Worked with compliance and legal teams to obtain content approvals
Maintained editorial calendar to help meet business objectives

CONTENT STRATEGIST & UX WRITER • 2015 to 2021
TD Ameritrade (New York, NY)

Managed the mobile app content team and wrote content to ensure the app is easy to use
Mobile content included all on-screen text, push notifications, in-app messages, and text alerts (SMS)
Rewrote 100+ financial term definitions for the mobile app and website to address negative client feedback; helped to reduce the call center's call volume by 1M+ phone calls over three months (2019)
Wrote market and account alerts to promote more client engagement, trades, and revenue
- More than 385M alerts delivered from Jan-Oct 2020 (tax doc availability, ACH/transfers, and more)
- Alert users generated 11X more trades and 8X more revenue than non-alert users from Jan-Oct 2020
Wrote “What’s new” content for iOS/Android app stores as well as the client website; promote products/features to encourage app downloads and website engagement
Co-led the effort to meet Web Content Accessibility Guidelines (WCAG)
Coordinated with strategists to ensure content consistency between app, website, and other platforms
Conducted compliance and legal review sessions and obtained content approvals
Agile software development team member with developers, UX designers, product owners, business analysts, and QA

COPYWRITER & CONTENT STRATEGIST • 2006 to Present
Freelance (remote)

Write B2B and B2C marketing copy; provide content strategy for businesses in industries such as education, entertainment, healthcare, medical, finance, food & beverage
Content writing tasks include website content, email marketing, direct mail, digital/print ads, B2B, B2C
Content strategy tasks include SEO keyword research; content calendar planning; content management system (CMS)

COPYWRITER • 2010 to 2013
Harte-Hanks (Yardley, PA)

Wrote print/digital ads, social media posts, and more for brands like BMW, Hyundai, Comcast, and Wells Fargo
Won a Benny Award as the lead writer on Sony Electronics’ most profitable holiday email marketing campaign
Presented creative concepts and got buy-in from clients’ marketing teams and the agency’s account executives

COPYWRITER • 2007-2009
Comcast Spectacor (Philadelphia, PA)

Wrote advertisements and campaigns (TV/radio, print, digital, outdoor) for the Philadelphia Flyers, Philadelphia 76ers, Philadelphia Phantoms, Comcast-Spectacor, and more
Won an ADDY Award for my writing and co-direction of a Philadelphia Flyers TV commercial

Rowan University • Glassboro, NJ
Bachelor of Arts in Communications, with a focus on journalism and advertising

National Alliance On Mental Illness (NAMI): fundraiser and supporter
Crohn’s & Colitis Foundation of America (CCFA): fundraiser and mentor to kids suffering from Crohn’s disease and ulcerative colitis
American Red Cross: blood donor

Ping pong champ on Royal Caribbean “Vision of the Seas” cruise
Super Shot basketball record holder at Dave & Buster’s in Tempe, AZ and Urban Saloon in Philadelphia, PA
Men’s rec hockey league champ (3x)
Spelling Bee champ (2x)
Junior golf champ at Tavistock Country Club (2x)
Shawnee Basketball Camp Mr. Hustle Award

Dad life and dad jokes
Listening to music and retaining an unnecessary amount of music knowledge (especially ‘70s - ’00s)
Performing comedy while standing up (standup comedy)
Puns