The Massachusetts Bay Transportation Authority (MBTA), more commonly known as the T, is one of the oldest public transit systems in the United States. It's also the largest transit system in Massachusetts.
As a division of the Massachusetts Department of Transportation, the MBTA provides subway, bus, Commuter Rail, ferry, and paratransit service to eastern Massachusetts and parts of Rhode Island, and serves over 400 million riders each year.
The MBTA Customer Technology Department (CTD) is working to transform how people get around the Boston area. Our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
We are a team of designers, engineers, product and content specialists charged with bringing novel ideas, modern standards and a user-centered approach to technology at the T. As the MBTA works to reinvent itself, we have a rare opportunity to craft the future of transportation for Boston and communities all around Eastern Massachusetts, as well as pioneer innovations for other transit agencies around the country.
Do you want to improve the daily transportation experience for 400 million annual riders? Ready for the challenge? Then read on.
CTD is looking for a Senior Content Writer to join our team to develop strategic, human-focused content for customer-facing tools. This position will be primarily focused on creating web content for MBTA.com, but may also support other MBTA departments in the development of rider-facing communications and transit-oriented operations tools. In this position, you’ll be embedded in our customer tools team, working in a collaborative, agile environment with product managers, front- and back-end developers, transit experts, UX designers, other content writers, and internal partners in other MBTA departments. As part of our team of writers, you’ll be responsible for writing and editing content that responds to user needs, collaborating on web content strategy with our UX designers and web developers, and developing content strategy that aligns with the MBTA’s goals.
What you can expect in your first 30 days at CTD:
What you can expect in your first 30 days at CTD:
- Dive into the MBTA system: We don’t expect everyone who walks into CTD to understand the ins and outs of how our transit system operates. Over your first month, you’ll begin learning the details of how the MBTA’s rail, bus, and ferry network helps move a million people around Greater Boston every day.
- MBTA.com: You’ll get up to speed on the structure of MBTA.com, and learn about our content management system and web content strategy. You’ll partner with one of our content writers to learn more about how information is collected and distributed to the public, and how we work closely with internal stakeholders at the MBTA to write content for the web.
- Fare product communications: You’ll work with a CTD design strategist and our partners on the MBTA Revenue team to learn about the MBTA’s suite of fare products and pass programs, and how they are used by and sold to customers. You’ll support ongoing efforts to communicate the value of these fare products to corporate customers and directly to riders through effective, strategic web content.
We want to hear from you if you have these capabilities:
- Strong Writing Skills: You have experience creating and editing website copy, in-app copy, and/or marketing materials for enterprise or public sector organizations. You are able to translate complex information into content that’s easy for a general audience to read and understand.
- Content Strategy: You have experience using data to support strategic content initiatives and decisions. You’re familiar with tools like Google Analytics and SEMRush.
- An Editorial Eye: You understand the importance of a content calendar and a content style guide, and can help our team adhere to these standards and timelines.
- A Product-focused Mindset: You’re able to be a thought partner with product management in driving the direction of MBTA.com content and other communication projects. You think about the balance of user needs, business drivers, and technological capabilities, and may occasionally assist with roadmapping and task creation.
- Cross-Discipline Collaboration: CTD teams are generally interdisciplinary, so you’re able to work closely with product management, engineering, data specialists, and design teams in an agile environment.
And are this kind of person:
- Empathetic: You think about end users constantly and are always looking for ways to understand their lived experience.
- Communicative: CTD is an interdisciplinary team sitting within a large public agency. You’re able to take campaign goals, feature ideas, research & testing results, and other outputs, and communicate them to internal stakeholders clearly and effectively.
- Systems thinker: The MBTA is a complex, 120-year old transit agency with a huge number of moving parts. Our team needs to understand the complexities of running transit services, the business operations of the MBTA, and how riders use our system to get around Boston in order to write content that’s easy for all types of users to understand.
- Salary: , This is a full-time contractor position.
- Deadline: n/a
Although we’re mostly interested in your ability to do the work, here are some guidelines on the capabilities and experience we think might be most suited for this role. Please keep in mind that these are advisory, and not required.
- Approximately 3-5 years of professional experience in content strategy, writing and editing for websites
- Experience working in an agile development environment
- Experience using online collaboration tools (e.g. Slack, Asana, etc.)
- Some familiarity with HTML and content management systems like Drupal
- Familiarity with UX principles, best practices for web content, and/or SEO
- Comfortable balancing competing stakeholder needs and deadlines
- Familiarity with the MBTA transit system as a rider
- Formal education in writing or editing (This could be a college degree, a bootcamp, a certificate program, or something else entirely)
Please include your resume and work samples/portfolio with your application. Thank you!
Diversity and inclusion at CTD are very important to us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.