UX Content Designer, Customer Care & Social Media

The purpose of this position is to help define the strategy and optimize the customer and associate experience across Customer Care and Social Media communication (CCSM) channels. This role will partner with cross-functional teams including vendors and associates in CCSM, Public Affairs, Publix Technology, Telecom, Marketing and Retail Business Units to translate customer needs into resources, conversations and contextualized self-service solutions using AI chatbot and IVR. Additionally, the UX content designer will develop a mastery of systems utilized by CCSM associates, perform in-depth research about their experience, usability, adoption, and develop strategies to maximize the value of the platforms both for customers and associates. The responsibilities listed are not intended to be all-inclusive and additional responsibilities may be assigned as needed. 
 

Additional responsibilities include: 

• Responsible for recommending, establishing, and evolving the strategy and content for digital customer care and self-service solutions based on industry research/best practices, user testing and available metrics (analytics/ reporting). 
• Analyzing and interpreting quantitative and qualitative data, such as customer contact, chatbot conversations, customer journeys and customer effort to identify opportunities, recommend improvements and create roadmap for enhancements. 
• Responsible for driving continuous improvement and effectiveness of CCSM processes, applications, telephony, and support technologies.   
• Maintaining deep understanding of customer digital experiences, common questions and circumstances and/or situations causing them to seek help. 
• Identifying and defining the goals and key components for a successful customer journey and content strategy, such as messaging architecture, intended audience(s), appropriate style, tone, and voice. ​​​​​​
• Anticipating possible interactions with the platform and translating that into content that meets the exact needs of our customer. 
• Curating library of customer resources (i.e. FAQs, statements, instructional videos, website links, etc.) and communicating needs for proactive resources to content team, marketing, and relevant business areas.  
• Researching and staying up to date on industry best practices for UX and content strategy, including conversational AI (artificial intelligence) technology. 

• Bachelor’s degree Or equivalent experience (if applicable) 
• 1 – 2 years of content development experience for digital channels AND 
• 1 – 2 years of experience working in a content management system AND 
• 1 – 2 years of experience working in a social media or contact center environment  
• Experience with case management system or customer relationship management system   
• Intermediate skills with Microsoft Word and Excel 
• Basic PowerPoint skills   
• Knowledge of different communication channels and platforms and how people typically interact with them 
• Experience writing conversational content 
• The ability and willingness to adjust one’s style or approach in response to differing circumstances or to work in ambiguous situations. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, priorities, procedures, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution.  
• The ability and willingness to generate unique solutions and ideas to address problems and improve work efficiencies, productivity, and customer service.  This includes “thinking out of the box” to explore new ways to complete work activities within organizational standards and initiating exploration of new business strategies and concepts. 
• The ability to create an environment in which a positive and professional service orientation is evident to internal customers.  This includes anticipating and meeting customer needs quickly and effectively; remaining calm and professional when resolving escalated customer issues; and treating the customer as valuable. 

• 1 – 2 years of experience developing content in a communications or public relations environment AND 
• 1 year developing chatbot content 
• Content management system  
• Social media engagement tool  
• Experience with Interactive Voice Response systems (IVR) 
• UXC or UXMC (user experience certification or master’s certification) 
• Knowledge of communication and user experience (UX) design principles 
• Knowledge of Publix customer-facing and internal technology systems, applications and CCSM applications 
• Knowledge of Publix and corporate communication objectives