UX Writer and Researcher

Beaverton, OR, USA Req #1468
Tuesday, November 17, 2020

SUMMARY

The UX Writer & Researcher role will use technical knowledge to develop internal and external documentation, as well as conduct end user research. Responsibilities will include working with the Product Design team on projects such as conducting customer interviews, writing surveys, personas, data collection, collaboration across teams, API writing, and help documentation. This role works proactively to capture and document knowledge; create guides, documentation.  Position requires excellent verbal and written communication, strong time management, technical knowledge and organizational skills and refined attention to detail. The writer & researcher must also be a problem solver, comfortable working independently and have strong time and project management skills. The ideal candidate should have a passion for UX and ability to advocate for the user. 

 

JOB DUTIES

  • Participate in Product Design team’s UX and UCX projects in researching the customer’s journey including collecting and tracking information via competitive research, writing surveys, interviews, and personas.
  • Collaborating with Software Developers and Product Managers to document API’s.
  • Collaborate with internal and external customers; as well as, developers, project managers, and team leads to translate user stories into user documents, technical documentation, integration product information, and other types of documentation as needed.
  • Publish documentation and articles for internal and external customers. Maintain database and archive of documents.
  • Other projects, collaboration with other departments and stakeholders and responsibilities as assigned.

 

EDUCATION AND EXPERIENCE

  • College degree in technical writing or equivalent experience.
  • 5+ years technical writing in a software development environment.
  • 2+ years with UX Research & Writing.
  • Some familiarity with accounting or payment industry and experience in creating the role of technical writing function preferred.
  • Advanced computer skills required, including high level knowledge of Microsoft Office and experience with current publishing options.
  • Experience documenting Web APIs required

 

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Engineering, Programming and Technology — Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services. Writing computer programs for various purposes. Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system. Knowledge of design techniques, tools and principles involved in production of precision technical plans, stories and models.
  • Time, Resource and Task Management — Managing one's own time and the time of others. Assessing the value, importance, or quality of things or people. Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems. Developing specific goals and plans to prioritize, organize, and accomplish your work and the work of others.
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively. Understanding written sentences and paragraphs in work related documents. Professional-level written and verbal communication skills and exceptional relationship building skills. Exceptional written and oral expression and comprehension, including excellent presentation skills with an ability to partner with senior business leaders to understand needs and deliver solutions.
  • Service Orientation and Social Perceptiveness— Actively looking for ways to help people while being aware of others' reactions and understanding why they react as they do.
  • Critical Thinking, Reasoning and Persuasion— Using logic and reasoning to recognize details of situations, identify solutions, conclusions or approaches to problems. Persuading others to change their minds or behavior or to try new approaches. The ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Ability to identify the underlying principles, reasons, or facts of information by breaking down information or data into separate parts. Advanced problem-solving skills in analyzing information and evaluating results to choose the best solution and solve problems.
  • Idea Fluency and Originality/ Problem Solving - Exceptional problem-solving skills, with ability to identify and drive win-win solutions. The ability to come up with a number of ideas about a topic. The ability to combine pieces of information to form general rules or conclusions. The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem. Adjusting actions in relation to others' actions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active Listening and Speaking— Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Talking to others to convey information and procedures effectively.
  • Administrative — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records in a database, and other office procedures and terminology.
  • Data Manipulation and Verification – Ability to accurately record, verify, audit and follow-up on data within specified time frames. Ability to arrange actions within rules and procedures; ability to develop and refine the rules and procedures with business needs and replicate results.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
  • People and Inclusion — Always striving to drive our business forward by positive and direct communication, collaboration, respect, acceptance and professionalism. Understanding how to give and receive feedback, manage conflict positively and work productively with others to solve problems.

 

WORK SCOPE AND CONTEXT

  • Job is focused on specific area of business with established practices and procedures; job affects all roles and activities. Must work with operational timeframes but be flexible to changing priorities. Responsible for ensuring technical procedures and compliance standards are met.
  • Decisions are made within scope of expected knowledge, are complex in nature and are used to develop information and experience for others. Decisions and results affect all departments, business decisions, payments and customers or vendors.
  • Work affects flow, information, process, work and decisions of others and is operational and informational in nature.
  • Job has no supervisory responsibility. Requires leadership, teamwork, deep technical skills, analysis and knowledge and application of data.
  • Contacts are made inside the organization. Internal contacts include the Operations, Implementation, Sales and other teams, leads and managers.
  • Position requires contact with others - in meetings, by phone or by email. Interactions focus on data collection, problem solving, needs analysis and information exchange. Interactions are initiated both in person or electronically.
  • Information exchange may include confidential or sensitive information. Leadership, technical development, strategic movement and problem-solving are primary objectives of this position.
  • Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. Job may require hours that exceed 8 hours per day and 40 hours per week during peak periods.

About the Company:

FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

  • $2.6B Annual Revenue
  • 100+ Countries
  • 2.0B+ Transactions per Year
  • 8,500+ Employees

(as of December 31, 2019)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check.  We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift.  Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics:  customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR enjoys global recognition including:

  • Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista
  • Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
  • Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking  #872
  • S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

Our Vision

Despite many advances in our industry, the majority of business payments are still made with outdated and inferior payment methods, such as checks and cash.  We envision a business world where every purchase is controlled, every payment is digital, and every payment-related decision is well-informed.  In this future paperless state, payments will require little to no time to manage, leaving companies with more time for what matters most: activities that grow their businesses.

 

Our Mission

FLEETCOR’s mission is to provide businesses with a better way to pay, by replacing outdated payment methods such as checks and cash, and displacing the incumbent providers of those methods.  Through the digitalization of payments, we create and support robust ecosystems which benefit all participating constituents: payment-making customers, payment-accepting merchants, tax-collecting governments, and FLEETCOR.

 

Our Strategy

FLEETCOR is a growth company, and we employ a simple three-prong strategy for growing our business:

  • More Customers.  We invest more than $200 million per year in sales and marketing, predominately focused on new customer acquisition.  We continue to scale existing sales channels and headcount, enable our sales people with demand generation and other tools, and launch new distribution channels both internally and through partners such as ERP software providers, telematics companies, and banks.  We will also grow our customer base inorganically through acquisitions.
  • More Spend.  We seek to leverage our existing customer relationships and capture greater share of their business payment expenditures.  As such, we have developed various “beyond” initiatives, where we extend the utility of an existing payment product without degrading the core value proposition of the original product.  As such, a customer can “buy more stuff” without sacrificing the controls and reporting which attracted the customer to our product to begin with.  For example:
    • Our Fuel card customers can enable their cards to allow non-fuel purchases relevant to their business, like allowing a painting crew to buy supplies at a home improvement store, so they can finish the paint job.
    • Our Toll tag customers can use their in-vehicle RFID tags to make other “on the go” purchases like parking, fuel and fast-food.
  • For our customers, these product extensions reduce payment friction, saving them time and operational headaches. For FLEETCOR, these product extensions can increase our share of wallet with existing customers and can increase our products’ appeal and applicability to previously-unserved customer segments (e.g., non-toll urban dwellers).  We also create new product offerings, developed internally or in conjunction with partners, to cross-sell to our existing customer base.
  • #LI-LG1

    Thank you for applying and for your interest in FLEETCOR. If your profile corresponds to our requirements, a member of our Talent Acquisition Team will contact you soon.

    Equal Opportunity/Affirmative Action Employer

    If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.


    For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

    Other details

    • Job Family IT
    • Job Function EMPLOYEE_NONSALES
    • Pay Type Salary
    • Employment Indicator Employee
    • Required Education Some College
    • Beaverton, OR, USA