CITIZENS BANK · 2024 · SENIOR CONTENT DESIGNER
A mobile self-service dispute experience for a major retail bank, designed around an older customer base — where fraud anxiety meets reduced working memory. Five branches across fraud and non-fraud claim types. Partnered with Legal to move Reg E disclosures into a drawer while keeping customer-facing reassurance in the primary path.
CHARLES SCHWAB · 2020 · LEAD CONTENT STRATEGIST
Digitized the inherited-IRA experience for newly bereaved customers — designing for grief without overstepping. Wrote and tested all content with recently-bereaved users. Authored the team’s first Voice & Tone playbook: Straightforward, Trustworthy, All-inclusive.
GODADDY · 2017 · CONTENT MARKETING STRATEGIST
Flipping the freemium funnel. Diagnosed blank-page syndrome as the real conversion barrier, then engineered a content-first onboarding system with pre-populated industry-specific templates. Built a deterministic content pipeline that let two novice writers ship at scale.
High-stakes UX
Fraud disputes, inheritance, payments, and compliance-heavy flows where every word has a job.
Content systems
Voice, tone, content models, playbooks, and reusable patterns teams can defend and repeat.
Shipped outcomes
Digital adoption, activation lifts, reduced support volume, and clearer customer journeys.
© 2026 Suzanne O. Richards