The Mom Project · 1 day ago
Information Architect - Customer Experience & Content Systems (100% Remote)
United States
Contract
Remote
Mid LevelThe Mom Project is seeking an Information Architect for Customer Experience & Content Systems on a contract basis. This remote role focuses on designing and maintaining information architecture frameworks to enhance customer experience and streamline help content across various digital platforms.
Career PlanningCommunitiesHuman ResourcesMarketplaceRecruitingWomen's
Responsibilities
Design and maintain structured information architecture frameworks to support scalable help content and AI initiatives
Organize and streamline large volumes of legacy help content accumulated over multiple years
Define and map customer journeys and align content structure to customer needs and behaviors
Develop content and information frameworks that improve customer experience across help and support channels
Create “connective tissue” across content, analytics, and customer experience initiatives to ensure alignment and consistency
Partner cross-functionally with Analytics, Communications, and Customer Experience teams to gather inputs and drive structured solutions
Develop standards for categorization, taxonomy, labeling, and navigation to improve discoverability and usability
Analyze existing support content and recommend improvements to enhance clarity, performance, and customer outcomes
Build measurement frameworks to evaluate Help Center engagement across web and phone channels
Connect insights from digital behavior, chat logs, and contact center data to inform information architecture decisions
Support consolidation and standardization of help website content across multiple brands
Monitor emerging trends in AI/LLMs and apply relevant best practices to content structuring and CX strategy when applicable
Qualification
Required
Proven experience in Information Architecture for customer-facing digital platforms or help content ecosystems
Strong ability to define and map customer journeys across support and self-service experiences
Experience organizing large-scale content repositories, including taxonomy and content frameworks
Background in communications, analytics, customer experience, or a blended discipline
Ability to work cross-functionally with Analytics, Communications, and CX teams
Demonstrated capability to independently identify problems and deliver structured IA solutions
Experience supporting or redesigning Help Centers or knowledge bases
Ability to apply analytics and behavioral data to inform IA and content decisions
Exposure to AI-enabled content experiences (LLMs, chat agents, or conversational interfaces)
Experience in large tech companies, agencies, or consulting environments
Strong communication skills, high curiosity, and comfort operating across multiple initiatives
Benefits
Medical
Dental
Vision
401k
Company
The Mom Project
The Mom Project is a digital talent marketplace helping women remain active in the workforce.
Founded in 2016
51-200 employees
H1B Sponsorship
The Mom Project has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageTotal Funding
$115.6MKey Investors
Leeds Illuminate7GC & CoAtlanta Seed Company
2021-10-06Series C· $80M
2020-07-01Series B· $25M
2018-12-17Series A· $8M
Leadership Team
Allison Robinson
Founder
Recent News
Company data provided by crunchbase