CX Content Lead

Job summary

The CX Content Lead is responsible for enhancing customer experience through effective written content strategies and operations. This role involves leading content creation efforts, managing stakeholder relationships, and optimizing the Help Centre for user engagement and satisfaction.

Qualifications

• Proven project management skills to drive progress and collaborate with stakeholders.
• Proficiency in AI and systems to enhance task efficiency and customer experience.
• Strong time management abilities to handle multiple tasks and meet deadlines.
• Analytical thinking skills to evaluate data and prioritize tasks effectively.
• Advanced writing and content creation skills to produce high-quality articles.

Responsibilities

• Lead the implementation of the written content strategy within the CX team.
• Create and update help articles, ensuring accuracy and clarity.
• Manage relationships with internal and external stakeholders to clarify content requirements.
• Oversee content operations and implement improvements for quality and efficiency.
• Transform complex product features into user-friendly help articles.
• Collaborate with Product Management and Marketing to refine content based on product changes.
• Incorporate AI tools to enhance content creation processes.
• Optimize the Help Centre's design and functionality for better user experience.

Skills

• Customer focus and ability to understand customer needs deeply.
• Good judgment in making timely decisions aligned with goals.
• Results-driven mindset with a focus on exceeding objectives.
• Ability to manage ambiguity and adapt to changing priorities.
• Curiosity and eagerness to learn and enhance skills.

Education

• Relevant educational background in communications, marketing, or a related field is preferred.

Tools

• Familiarity with content management systems and AI tools for content creation.