Sr. Experience Writer at Best Buy in Richfield, Minnesota

Job Description:

Best Buy is one of the largest multi-channel consumer electronics retailers in the world with stores in the United States, Canada and Mexico. Best Buy has more than 1 billion visitors on bestbuy.com and 600 million visitors in our US stores annually. We have twice landed on the 2019 Forbes Best Places to Work -- for Women and for New Grads – and are consistently rated one of the Best Places to Work for LGBTQ equality by the Human Rights Campaign Foundation. With a strong commitment to Diversity and Inclusion, you can connect with, and engage in, a large variety of communities at Best Buy.

The Experience Design team is a well-established team positioned within the Customer Office driven by customer obsession and grounded in customer research. Our work is diverse and impacts the larger customer experience in a variety of ways including designing for web views, the app, retail, in home, communications and voice. We are a group of highly collaborative design professionals located in Richfield and Seattle who partner across our discipline as well as with product management, front and back-end engineers and business partners. The large amount of traffic in our digital spaces and customer visits to our stores allows us to consistently measure the impact of our experiences on customers, employees, and the business. People enjoy working at Best Buy and find it’s a place to have fun, be challenged and grow professionally and personally!

As a Sr. Experience Writer you will support teams of Experience designers, writers, researchers, strategists, product managers, and engineers to create compelling human centered experiences across digital and physical touchpoints. Your role will be pivotal in shaping and defining Best Buy’s customer experiences, will help to establish how our brand voice comes to life across channels, and help to define content strategies which address customer needs. You will participate in defining and facilitating discovery efforts, be responsible for the communication of design intent, and advocate for continuous improvement of experiences.

Core Responsibilities:

• Work with experience designers, product managers, engineering leads, and business stakeholders to gain alignment on solutions and align customer and business needs




• Leverage customer research, site metrics, and usability findings to back up assertions, make recommendations, and drive strategy




• Use creative facilitation techniques and take the lead with your partners to understand the problem space and foster a shared vision of the future




• Foster and participate in a culture of collaboration, feedback, and continuous improvement




• Partner with customer research, analytics, consumer insights and A/B testing teams on methodology and approach for the vetting and testing of experience strategies

• Collaborate with Experience Design leadership on the evolution and continual maturation of our experience design practice and brand expression

Basic Qualifications:

• Current portfolio of work that demonstrates knowledge and skill in Experience Writing




• 2 or more years of experience as an Experience Writer or 6 or more years in an Experience Writing related role (e.g. UX Writer, Content Designer, Content Strategist, Copywriter, etc.)

• Advanced knowledge of Experience Design principles and deliverables (i.g., story maps, personas, designs, wireframes, prototypes, etc.)




• Advanced to expert skills with tools such as Figma, Sketch, InVision, Axure, Mural, Photoshop, Illustrator, Visio, Balsamiq, OmniGraffle, etc




• Advanced ability to communicate writing and design concepts effectively, build consensus, and justify decisions




• Experience developing prototypes and leading workshops and jam sessions




• History of creative problem-solving and issue resolution

• Ability to work through complex experience design solutions and understand the technology behind those solutions

Preferred Qualifications:

• Bachelor’s Degree (4 yr.) in Human-Centered Design, Product Design, Human Computer Interaction, Graphic Design, Information Architecture, Multimedia, Communication, Marketing, Journalism, Instructional Design, related field, or equivalent industry experience




• 2 or more years of experience working in Ecommerce or other large, multi-channel design environment

• Strong skills in organizational savvy, ability to handle multiple efforts, attention to detail, relationship-building, strong communication skills, and high accountability




• Experience in envisioning, defining and modeling end-to-end, multichannel customer experiences




• Be curious, collaborative, self-driven, self-aware, outgoing, and relationship focused




• Basic understanding of designing for Accessibility Standards WCAG/508