Associate Creative Director Content Strategy and Conversational Design

Profile

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Xfinity Creative's Digital Experience Design team (DXD) is at the convergence of technological innovation, creativity, and opportunity at Comcast. We believe in the magical blend of art and science to create imaginative ideas, products, and services. With an entrepreneurial and collaborative approach, we craft omnichannel digital services and applications that deliver results for our business partners. We're a new team focused on digital experiences for our customers that are intuitive, innovative, and seamless. We are looking for builders and impactful leaders who value accountability in creativity with breakthrough digital solutions that effectively attract and retain Xfinity customers. This role is obsessed with the customer experience and crafting the content that keeps them front and center while delivering on the business needs. With a focus on delivering innovative experience and content for Xfinity.com, and intuitive IVR and Xfinity's Virtual Assistant 'XA' content flows. This person will be someone who can flex between content strategy and vision work within the context of conversation; tactical designing of conversations; creating training, guidelines, and standards; and reviewing and providing feedback to the team.

Job Description

What you'll do:

Oversee a team of UX writers, conversation designers and know the team's strengths and weaknesses

Work hand-in-hand with UX design stakeholders in partnership on all requests, from conception to delivery

Partner seamlessly with key stakeholder groups: marketing, sales, brand, business units, and product owners

Approach all work with a content strategy lens: start with the 'why' of the request, assess business and customer needs, and push back on requests as needed

Manage resourcing across multiple project verticals, in partnership with PM team

Identify and communicate best practices for collaboration and triage of requests (along with PM)

Constantly push for overall consistency of written copy across all projects

Ensure all content meets technical delivery specs and appropriate format for distribution

Partner closely with content design leads to refine roles, process, and evangelize the role of UX writers, conversation designers and, content strategists

Manage strategic copy testing initiatives and track performance metrics

Develop process to ensure copy is inclusive and accessible

Responsibilities:

Manages overall responsibilities of UX writing for the Dotcom design team; provides and updates written guidance for writers within their purview as needed

Coaches a team that establishes and maintains content for Comcast's digital and mobile products, ensuring content adheres to current guidance and industry best practices

Conducts content-first or content strategy exercises as needed to establish strategic approach for projects/tracks

Provides feedback to and edits contributed content from UX copywriters, conversation designers and other content creators as needed

Reviews, approves, and makes changes to copy documents as needed by the team, empowering writers to peer-review each others' work as well

Oversees UX copy staff (contractors and full-time employees), partnering with content leadership on interviewing, hiring, onboarding processes, and people management issues

Acts as individual contributor when needed. Must be willing, able, and excited to roll up sleeves and write UX copyand conversational design (IVR & Virtual Assistant)

Serves as a liaison and manager-level spokesperson with stakeholders, product owners, and senior staff

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

The Ideal Match:

7-10 years relevant experience

Understands the importance of words as a design tool and demonstrates the ability to do so.

Enjoys writing as a craft and understands the impact of words on the customer experience

An interest in AI and machine learning is a must, but experience using them isn't.

Content strategy experience working within UX team, on digital web and mobile projects

Experience in conversational design and design thinking/human centered design

Background in UX writing, with a great knowledge of UX copy standards, UX design, and digital/product content strategy

An attitude that is proactive, analytical, and organized

Excellent communication skills

Excellent written and verbal communication skills

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com