Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.
BE PART OF THE CONNECTION
As an Associate Content Designer, you will drive the execution of an interactive, digital self-service experience for Charter’s customers by planning, testing and publishing online support content and analyzing areas for improvement in design, content and usability. This is an opportunity for an organized and creative thinker to make a difference in this role as part of a collaborative team.
WHAT OUR ASSOCIATE CONTENT DESIGNERS ENJOY MOST
- Applying their proficiency in Content Management Systems (CMS) in the creation and maintenance of digital customer support content
- Leveraging customer segmentation to ensure digital customer support content is targeted to serve the right content to the right audience at the right time
- Collaborating with stakeholders and development teams in conducting and evaluating A/B and multi-variate experimentation to determine the best possible customer experience
- Optimizing digital customer support content for cross-platform display, search engine optimization and performance
- Ensuring the proper and most effective tagging of content for categorization and keywording for customer search and chat intent
- Making use of metrics and reporting data and working with product managers, designers, developers and business analysts to enhance and optimize digital customer support content
- Applying critical thinking and problem-solving skills in troubleshooting defects with the content output from the CMS or issues with the user experience
During a typical day you may put together a customized support article based on multiple segmentation criteria, an online form for a customer to self service their account, evaluate performance metrics, scope out new website functionality, and much more. If you want to be an advocate for the customer experience within an organization, this role may be for you.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience: Writing experience: 6 months or more
- Education: Bachelor’s degree or equivalent experience
- Technical skills: Familiarity with common productivity tools (MS Office, etc.)
- Skills: Understanding of basic UX/product design principles
- Abilities: Collaborate and work well with others; understand design thinking and user experience design best practices, in particular the difference between copywriting and content design; effective written and verbal communication skills; effective time management skills and ability to be self-directed when needed
- Working conditions: Office environment
Preferred Qualifications
- Technical Skills: Content Management Systems (Drupal, AEM, Wordpress)
- Understanding of basic web technologies (HTML, CSS); Familiarity with common productivity tools (MS Office, etc.); Adobe Creative Cloud applications (not required, but nice to have)
- Skills: Manage multiple projects at a time; Data analysis and reporting
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
- Total Rewards:See all the ways we invest in you—at work and in life
