sUMMARY

Stephen R. Fox is an experienced communications specialist who enjoys creating, measuring, and refining digital experiences for people around the globe. His diverse skills can improve in-app features, first-time user experiences, and help documentation. He’s worked for companies large and small, including Google, Twitter, GoodRx, RingCentral, Wolt, and Symantec.

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LEAD CONTENT DESIGNER AND STRATEGIST

FREELANCE (FEBRUARY, 2023 – PRESENT)

Focused on helping clients improve their feature adoption, subscription renewals, and new-user retention by:
•    Reimagining the voice, tone, and all UX writing for a new app targeted at a client’s previously untapped audience 
•    Revamping the tutorial and self-service app onboarding experience for small businesses, in 26 languages, increasing completion rates by 12%
•    Testing and refining feature and promotional messaging for a subscription service to expand app adoption by 6%
•    Restructuring the information architecture and navigation of an AI-powered web app to enhance user comprehension and streamline task completion

Previous

SENIOR CONTENT STRATEGY MANAGER & CONTENT PROJECT LEAD

GOOGLE (OCTOBER, 2020 – APRIL, 2023)

Worked to create a better Google Ads Help Center for users and customers in 45 languages, including:
•    Supervising more than a dozen global writers and editors tasked with updating and maintaining all Help Center Articles for Google App Ads and Google Video campaigns
• Managing and coordinating the new Google Ads Audiences implementation across multiple product areas and more than 150 Help Center articles, reducing yearly escalations by more than 6%
• Launching a new Web to App Connect Help Center hub which increased satisfaction sentiment rates to 83% in only three months after publication
• Redefining the metrics and measurement used to assess articles’ clarity, helpfulness, and discoverability
• Leading the group updating and implementing accessibility guidelines for the Google Ads Help Center design system
• Creating a monthly newsletter focused on belonging to improve and promote team-wide diversity, inclusion, and equity efforts

Senior Content Strategy Manager

Twitter (September, 2015 – June, 2020)

Helped improve the overall user experience on Twitter, highlighted by:
•    Collaborating with Brand, Marketing, Design, Research, and Product teams on more than 140 feature launches and product improvements
• Shaping and maintaining Twitter’s voice and tone through constant Twitter Writing Style Guide updates
• Developing Twitter’s content strategy design system and component library
• Mentoring Design, Research, and Content Strategy teammates
• Helping pilot the first Male Allies program with @TwitterWomen
• Leading multiple projects for the twice-yearly #TwitterForGood initiatives

GLOBAL E-BUSINESS DIGITAL EXPERIENCE CONTENT STRATEGY MANAGER

SYMANTEC (OCTOBER, 2013 – MAY, 2015)

•    Lead a global team in charge of developing and implementing the editorial tone, voice, and calendar for all Norton digital properties 
•    Implemented the company’s initial mobile-first, global site redesign increasing product page traffic by 41% and improving conversion rates by more than 2%
•    Introduced Agile framework to help collaborate more quickly and efficiently on cross-functional projects

Global e-Business Digital Experience Senior Principal Copywriter

Symantec (May, 2011 – October 2013)

• Created eCommerce and digital global messaging strategy for consumer-focused Norton security products
• Conceived and implemented innovative campaigns to broaden the reach of both the brand and products
• Collaborated and led multiple teams to conceptualize and deliver global product launches, marketing campaigns, and new online tone and voice for Norton and Symantec

Social Media Content Manager

Oracle Corporation (March, 2008 – March, 2010)

• Planned and implemented strategic and tactical conversational marketing and ongoing customer engagement for the world’s largest enterprise software conference
• Maintained several social media properties including numerous Twitter accounts, Facebook pages, and corporate blogs
• Wrote and edited executive-level demos, scripts, and direct mail correspondence for targeted print, Web, and mobile audiences

Intel Education Initiative Marketing Writer

Intel Corporation (August, 2006 – August, 2007)

• Shaped and supported online and print content for international educational, academic, governmental, and executive audiences
• Independently and collaboratively created global marketing material for the Intel Education Initiative programs and efforts
• Designed and developed strategies to achieve global goals

Copywriter/Editor

Fringe Benefits Management Company (June, 2003 – July, 2006)

• Wrote and edited copy for company Web presence, customer newsletters, and client employee benefit booklets and marketing brochures
• Worked within design team to create marketing campaigns and responses to requests-for-proposals of benefit products
• Interpreted and distributed new employee benefits regulations for clients and customers

McBride/Rossin Campaign Earned Media Director

Florida Democratic Party (August, 2002 – November, 2002)

• Wrote and distributed daily media advisories and coordinated interview requests and advertising placement for a curated media distribution list
• Served as primary campaign contact as Assistant Communications Director for media requests
• Organized and produced numerous candidate appearances and campaign events

Production Manager

WFSU–FM (December, 1996 – February, 2002)

• Produced, planned, and coordinated elements for local broadcasts, remote event recording, News Department productions, and promotional announcements
• Involved with the initiation, development, and production of proposed new shows, including the selection of on-air talent, technical staff, and broadcast equipment
• Supervised a small staff coordinating the twenty-four hour program schedule broadcast 

Production Assistant

Educational Services Program (September, 1994 – September, 1996)

• Scheduled, catalogued, and documented weekly production and editorial department output
• Edited evaluation reports presented to Florida State Legislature and Agencies
• Entered evaluation data concerning Prekindergarten programs for inclusion in legislative reports

Communications Specialist

appaZ knarF Productions (Occasionally & Ongoing)

• Designed and developed numerous successful communications campaigns for clients and agencies, targeting the right audience, at the right time, with the right message
• Wrote, recorded, and produced award-winning interviews, stories, and commentaries for public radio stations and regional periodicals
• Created and implemented campaign messaging, policy, and fundraising strategy for county, city, and statewide political candidates

Education

BA, English

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