Information Architect - Customer Experience & Content Systems (100% Remote)

Our Customer is a tech real-estate marketplace company with a portfolio of the largest and most vibrant real estate and home-related brands on the web and mobile. The company’s brands focus on all stages of the home lifecycle: renting, buying, selling, financing and home improvement. They are committed to empowering consumers with unparalleled data, inspiration and knowledge around homes, and connecting them with the right local professionals to help.

We are seeking an Information Architect - Customer Experience & Content Systems on a contract basis to support our Customer’s business needs. This role is 100% remote.

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

• 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

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.