Chatbot Content Strategist (Location Flexible)
Role Description
At Dropbox, we aim to put the customer at the center of everything we do. With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how our users and customers interact with Dropbox. We focus on solutions that work for our customers as well as implementing technologies that will simplify our customers’ journey. We bring the customer voice across the organization to ensure Dropbox delivers the best possible customer experience.
The mission of the CX Scaled Success team is to design and deliver seamless support experiences to empower our customers’ success at scale. As a member of our content team, you’ll fill a key new role in designing and developing a unified chatbot experience. We’re looking for a talented content strategist who can use content-first principles and design thinking methodology to proactively drive conversational enhancements across CX, marketing, and sales flows. You’ll have the ability to drive content strategy for the chatbot as it’s being developed from the ground up. You will partner with cross-functional stakeholders to drive improvements to chatbot effectiveness. You’ll be tasked with creating a long-term roadmap to support the full customer journey while actively growing our content inventory. You’ll use KPIs and other data points to report on content effectiveness and seek out areas of opportunity.
Responsibilities
- Define end-to-end conversational design enhancements across CX, marketing and sales workflows
- Develop use cases for messaging frameworks that support the full customer lifecycle
- Review the current state of our chatbot copy to define interdependencies and areas of opportunity
- Conduct ongoing user testing and competitive research to recommend feature improvements
- Redefine the chatbot’s personality, voice, and tone in accordance with brand guidelines
- Work closely with cross-functional stakeholders to develop a long-term roadmap for deliverables
- Report on content effectiveness using KPIs and other data points
- Deliver content under tight deadlines while actively growing our content inventory
Requirements
- 5+ years of experience in a content strategy, content design, UX design, or conversational design role
- Bachelor’s degree (or equivalent work experience) in Mass Communications, Technical Writing, HCI, or Linguistics
- Exceptional written, oral, and presentation skills
- Experience conducting user testing
- Experience delivering detailed copy decks including alternative paths and edge cases
- A portfolio of previous work that shows their understanding of how a content-first approach drives an end-to-end experience