Senior Conversational Designer

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Digital Experience Design team (DXD) is at the convergence of technological innovation, creativity, and opportunity at Comcast. We believe in the magical blend of art and science to create imaginative ideas, products, and services. With an entrepreneurial and collaborative approach, we craft omnichannel digital services and applications that deliver results for our business partners. We’re a team focused on digital experiences for our customers that are intuitive, innovative, and seamless. We are looking for builders and impactful leaders who value accountability in creativity with breakthrough digital solutions that effectively attract and retain Xfinity customers. This role is obsessed with the customer experience and crafting the content that keeps them front and center while delivering on the business needs. With a focus on delivering an innovative experience and content for Xfinity’s Virtual Assistant “XA” content flows. This person will be a stickler for details, someone who loves grammar and proper punctuation, and spots a typo a mile away. They will focus on the user journey when using the Xfinity Assistant and write content using a blend of UX best practices and marketing aptitude.

Job Description

Core Responsibilities

• Partner seamlessly with key stakeholder groups: marketing, sales, brand, business units, and product owners.
• Design Conversational Flows, Create intuitive and engaging dialogue paths for chatbot interactions that enhance user experience.
• Content Development. Write clear, concise, and contextually relevant scripts and responses for chatbot interactions.
• Prototyping, develop wireframes and prototypes to visualize and test conversational interfaces
• Hone the craft of copywriting, creating outstanding content that adheres to both brand guidelines and digital best practices.
• Approach all work with a content strategy lens: start with the “why” of the request, assess business and customer needs, and push back on requests as needed.
• Ensure all content is inclusive and accessible and meets technical delivery specs and appropriate format for distribution.
• Collaborate with the product team to evaluate and prioritize features balancing business and end user needs
• Participate in and/or organize workshops to drive discovery and better understand the user's needs
• Confidently present creative work to stakeholders, users, and development teams in formal and informal settings.
• Must be willing, able, and excited to roll up sleeves and write.
• Works both collaboratively and independently, demonstrating the ability to lead projects and initiatives autonomously.
• Serves as a liaison and spokesperson with stakeholders and product owners.
• Is an active participant in our regular BAU internal and partner focused meetings.
• Covers the conversational design needs across multiple projects, product and experience offerings.
• Thinks content-first design to provide relevant information and improve the overall user experience.
• Helps convey value and define what customers are getting as they make shopping decisions.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Content Marketing, Content Strategy, Copywriting, Design, User Experience (UX), User Experience (UX) Strategies, User Interfaces (UI)

Compensation

National Pay Range: $74,703.63 USD-$175,086.63 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.    Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.  Additionally, Comcast provides best-in-class Benefits to eligible employees.  We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.  That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

5-7 Years

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.