Suzanne O. Richards

Suzanne O. Richards

Suzanne O. Richards

Sacramento, CA · suzanneokelly@gmail.com

Senior content designer with 9+ years across fintech, SaaS, and consumer products. Specializes in trauma-informed and high-stakes content design — fraud disputes, inheritance, payments — where clarity is the product. Translates complex business goals into shipped, defensible content systems through deep partnerships with Product, Engineering, Research, and Legal.

Senior content designer with 9+ years across fintech, SaaS, and consumer products. Specializes in trauma-informed and high-stakes content design — fraud disputes, inheritance, payments — where clarity is the product. Translates complex business goals into shipped, defensible content systems through deep partnerships with Product, Engineering, Research, and Legal.

Senior content designer with 9+ years across fintech, SaaS, and consumer products. Specializes in trauma-informed and high-stakes content design — fraud disputes, inheritance, payments — where clarity is the product. Translates complex business goals into shipped, defensible content systems through deep partnerships with Product, Engineering, Research, and Legal.

Skills

Content Design · UX Writing · Content Strategy · Content Modeling · Voice & Tone Systems · Trauma-Informed Content Design · Product-Led Growth · Onboarding · Comms Lifecycle Design · Cross-functional Partnership (Legal, Eng, Research, Marketing) · Figma · FigJam · Miro · Confluence · JIRA · Appcues

Experience

04/2025 – Present

Citizens Bank — Sr. Content Designer

  • Led content for the mobile dispute flow — five branches across fraud and non-fraud claim types, designed for the bank’s older customer base. Partnered with Legal to move Reg E disclosures into an expandable drawer while keeping customer-facing reassurance in the primary path.

  • Redesigned the HELOC application and approval email journey — componentized content into education, next steps, offer details, and required documents so information stopped repeating across emails. NPS up 11%.

  • Designing add-beneficiaries and balance-transfer experiences, translating complex inheritance, interest, and promotional-offer concepts into customer-readable copy.

01/2023 – 11/2024

Cisco — UX Designer, Content + Growth

  • Led content strategy for Motific.ai from product-market fit discovery through launch — customer interviews, content vision, developer site copy, sandbox tutorials, and lifecycle emails.

  • Owned content for Panoptica — designed the 30-day trial and Appcues-driven onboarding and shipped Panoptica’s first service chatbot.

08/2020 – 05/2022

PayPal — Sr. Content Designer

  • Led content for merchant marketing experiences — UX microcopy, emails, CTAs, landing pages, and push notifications across web and mobile.

  • Translated complex financial and compliance terminology into plain-language UX patterns; maintained voice and tone consistency across product touchpoints.

  • Mentored content and product designers; owned legal review workflow for content deliverables.

09/2019 – 04/2020

Charles Schwab — Lead Content Strategist

  • Led content for Schwab Inheritance Center — digitized the inherited-IRA experience for newly bereaved customers; process moved from 0% to 100% digital adoption.

  • V1 adoption rate beat initial expectations by 8%; testers rated experience 4.5 / 5 for usefulness, calling out the clear, straightforward language.

  • Authored the team’s first Voice & Tone playbook — Straightforward, Trustworthy, All-inclusive — adopted as the team’s content reference.

01/2018 – 09/2019

Intuit — Sr. Content Designer

  • Launched Next-Day Deposits; reduced complaint-call volume and saved Intuit approximately $1M annually.

  • Shipped QuickBooks Payments deposit list and Pay Link; reduced support contact rate and increased payment fee revenue.

  • Drove QuickBooks voice and tone adoption through reviews, training, and examples.

01/2017 – 12/2017

GoDaddy — Content Marketing Strategist / UX Writer

  • Led UX copy for GoCentral website builder — including purchase flow and product how-tos for top customer verticals.

  • Authored GoCentral copy brand, tone, and style guide — the first version for the product.

  • Shipped “What’s New in GoCentral” monthly content marketing program and product blog driving SEO traffic.

Education

MFA, Creative Writing · San Diego State University BA, English · University of California, Davis

Certifications & Notable

Certified UX Writer — UX Content Collective (2022) · UX Certificate — Nielsen Norman Group (2022) · Product Psychology Masterclass — Growth.Design (2024) · Patent — Intuit (2019) · ADPList mentor — 25+ five-star reviews