Wells Fargo is seeking a Senior Content and Experience Designer to join our Human Resources (HR) Digital Design & Delivery Team. Working in a fast-paced, collaborative team of product designers and business partners, you'll craft high-quality content that simplifies complex topics and empowers users to complete a wide-range of self-service tasks. This role demands a healthy balance of strong writing, strategic UX thinking, creative problem-solving, and passion for detail. As a steadfast advocate for the customer experience, you'll address content gaps and influence improvements to cumbersome and challenging processes.
Considering business objectives, user feedback, and data insights, you'll work across a suite of HR products (such as ServiceNow, WalkMe, and Workday) and digital channels (websites, self-help articles, virtual assistant/chatbot conversations, notifications, on-screen help, etc.) to drive customers to self-serve more frequently and confidently. Success in this role requires establishing and maintaining relationships with multiple stakeholders and cross-functional teams. Together, you'll deliver clear, intuitive, frictionless, and personalized experiences that provide just-in-time support for our users' self-service needs. Ultimately, the role is responsible for implementing and overseeing content optimization and building best-in-class messaging that results in self-service adoption.
In this role, you will:
Develop and execute customer experience solutions for online HR applications and websites
Use your gift for writing to design intuitive, engaging product experiences that help users accomplish their goals- adapting your writing style to maximize the purpose, tone, style, and format of each digital channel
Identify process and experience pain/friction points and drive opportunities for continuous improvement
Review and edit copy for accuracy, consistency, grammar, punctuation, and adherence to brand and style guidelines - enhancing clarity and effectiveness
Analyze content performance and user behavior/feedback to make data-driven recommendations
Manage multiple projects and priorities with an agile approach, adapting to changing timelines and requirements to ensure high-quality results
Leverage new artificial intelligence (AI) tools and techniques to create content that is optimized for search and virtual assistant (chatbot) conversational interfaces; train/refine AI-generated content to ensure relevance and accuracy
Required Qualifications:
4+ years of Graphic or Website Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military, education
Desired Qualifications:
4+ years of content design or relevant UX writing experience.
3+ years of content and portal design experience focused self-service support (preferably with HR-related topics)
2+ years publishing experience in ServiceNow and/or Intellective (Amaze Builder)
Demonstrated experience optimizing digital content across diverse channels and driving changes necessary to get results
Ability to handle multiple projects simultaneously and work under stringent deadlines in a fast-paced, ever-changing environment
Strong collaboration and consulting experience with proven ability to influence without authority and obtain buy-in from peers and cross-team stakeholders
Experienced with virtual assistant (chatbot) conversational writing, natural language understanding (NLU) design principles, and techniques for training and managing AI models
Proven ability to analyze large content and case management data sets to define problems, establish facts, and identify trends
Bachelor's degree in English, Journalism, Communications, Technical Writing, or UX
Writing portfolio including, but not limited to: end-to-end customer journey, user interface copy, etc.
Job Expectations:
Ability to travel up to 5% of the time
Position Location Options:
Charlotte, North Carolina (NC) - 8740 Research Drive Charlotte, North Carolina (NC) - 1525 West WT Harris Blvd. Charlotte, North Carolina (NC) - 401 S. Tryon Street Minneapolis, Minnesota (MN) - 550 S. 4th Street West Des Moines, Iowa (IA) - 800 S. Jordan Creek Parkway San Antonio, Texas (TX) - 4101 Wiseman Blvd., Bldg. 308 Dallas, Texas (TX) - 1445 Ross Avenue Phoenix, Arizona (AZ) - 2222 W. Rose Garden Lane
Must be based in one of the above locations or willing to relocate at your own expense. Relocation assistance is not available for this position. This position currently offers a hybrid work schedule. This position is not eligible for Visa sponsorship.
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Posting End Date: 30 Apr 2024 *Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
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