Content Strategist, Consumer Experience

Introduction

Maryland Benefits (MD Benefits) is a dynamic, cloud-based platform. This enterprise-wide digital service allows organizations to build, test, host, operate, and integrate mission-driven applications, data, and emerging technologies. MD Benefits offers cloud-based Platform-as-a-Service (PaaS) capabilities, a shared data architecture, and product development services, all developed by the State of Maryland to help multiple agencies deliver and manage health, human, and social service benefits and programs. On July 1, 2025, the operation of the MD Benefits shared platform and statewide applications transitioned from the Department of Human Services (DHS) to the Department of Information Technology (DoIT).

***This is a contractual position with limited benefits***

Main Purpose

Maryland Benefits is seeking a skilled and motivated Content Strategist to join our Consumer Experience team. This position plays a critical role in transforming how the State of Maryland communicates with its residents, ensuring that digital services are accessible, easy to understand, and centered on user needs

Position Duties

The responsibilities of a Content Strategist, Consumer Experience include, but are not limited to the following duties:

• Content Governance and Strategy: Develop and implement content standards, voice and tone guidelines, style guides, and glossaries to ensure consistency across our websites and messages to residents. Documents and iterates process and practices as the project evolves in order to spread successful practices to other projects.
• Writing and Editing: Support our teams by creating and updating content for our website and other communications. Make strategic content decisions to maintain consistency across all product offerings.
• Content Auditing and Analysis: Conduct comprehensive audits of existing websites and documents to update outdated information, ensure compliance with Maryland’s "Plain Language" executive order, and recommend where content can become templates.
• Accessibility (Section 508): Ensuring all digital content meets WCAG 2.1 Level AA standards, focusing on readability, screen-reader compatibility, and logical heading structures.
• Content research and feedback. Collaborate with designers on getting community feedback on our content, and recommend improvements based on what we learn.
• Stakeholder Management: Leading workshops with subject matter experts (SMEs) and agency leadership to translate policy requirements into user-friendly digital content.
• Support translation processes: Supports glossaries in multiple languages. Helps evolve our translation processes and standards.
• Performance Monitoring: Utilizing web analytics (Google Analytics/Siteimprove) to track content performance and making data-driven recommendations for iterative improvements. Seek customer feedback to gain context about possible improvements.
• Considers service design beyond the public-facing website: Review the broader user experience including contacting call centers, visiting county benefit offices, and how the user’s information and data connects to systems used by case workers.
• Communication and collaboration: Presents project plans and progress to stakeholders at multiple levels, and facilitates productive meetings that address challenges and create alignment. Collaborates with design leadership to standardize design processes, advocating for the adoption of content standardization and promoting a culture of high quality and consistency. Implements and manages standards and procedures to ensure consistent practices across projects.

Minimum Qualifications

• Six (6) years of experience in web content for consumer experiences.
• Demonstrable experience creating and maintaining style guides, glossaries, and other content guidance documentation.
• Ability to collaborate with team members with different expertise, such as designers, product managers, and subject matter experts.

Preferred Experience:

• Demonstrable experience working with Government content.
• Experience working with complex requirements or rules.