As a Content Strategist for the CX Content Team, you'll support content strategy and design for our B2C help center and internal knowledge systems to enable exceptional self-service, AI-assisted and live support customer experiences. You'll work closely with cross-functional partners to seamlessly deliver the right information to the right user at the right time.
What you'll be doing (i.e. job duties):
Partner cross-functionally with our Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content
Develop, publish and maintain help articles and chatbot knowledge embeddings in Content Management System
Critically review analyst procedures and job aids, checking for logic, usability, completeness and adherence to the underlying policies
Conduct thorough content audits and gap analyses to identify and surface opportunities to eliminate, automate or optimize process inefficiencies
Monitor and analyze user feedback and metrics to identify opportunities for further optimization
Manage stakeholder relationships and collaborate with cross-functional teams to ensure alignment, effective change communication, and accountability in optimizing content for better customer experiences
Skills:
Clear, concise communication and the ability to distill complex concepts and information into simple language
Exceptional organization and attention to detail
Experience developing and managing desktop procedures, training content, internal documentation, Help Center content and/or change management in financial services or other highly regulated industries
Flexible teammate, adaptable to the evolving needs of a high-growth and fast-paced organization
Education:
BA/BS with 5+ years professional experience
