Conversation Designer

Job Description:

Fidelity Investments is looking for an agile, digital-first problem solver who’s skilled at conversation design, and is passionate about providing frictionless, simple digital experiences for customers!
 

As a member of the Content team, you’ll dedicate your time to designing conversations for one of our chatbots. In this role, you will focus on helping customers self-serve by simplifying complex concepts, providing end-to-end content strategy starting with content discovery through to content maintenance. You’ll play a key role in keeping customers informed, instilling confidence in their actions, and creating an accessible digital experience.
 

You’ll also play a meaningful role in championing and maintaining conversation design standards that give our customers confidence and make their interactions with us effortless.
 

The Expertise You Have

• A minimum of 3 years' experience in conversation design with high attention to detail and ability to balance multiple workstreams at once
• Experience writing for chatbots is strongly preferred
• Able to know how to ask the right questions of product and business owners to clarify processes and communicate them back to users in language they understand
• Experience in financial services or another industry that is complex, multi-channel, and regulated
• Proven track record of defining, testing, iterating on, and delivering best in class digital experiences
   

The Skills You Bring

• Skill at simplifying the complex, using compelling, concise, and friendly language to help users navigate and take desired actions
• Interest in natural language processing (NLP), chatbot architecture, AI, and machine learning
• Comfort defending your content decisions with executives, legal, and other partners, and can negotiate edits with diplomacy and an open mind.
• Ability to build credibility and trust with peers and executives
• Valuing pace over perfection, and thinking big picture while keeping an eye on the little details
• Uses data and analytics to find opportunities for improving the customer experience
   

The Value You Deliver

• Creating content for the chatbot, focused on a clear, simple conversational voice, tone, and style that aligns with established editorial and conversation design standards
• Collaborating with UX designers, researchers, developers, subject matter experts, natural language processing (NLP) analysts, and business partners
• Reviewing chatbot conversations to ensure grammar model accuracy, optimizing the content, recommending new topics, and measuring impact
• Developing and promoting a content creation and maintenance process for the chatbot, based on firm and industry best practices, client needs, emerging technology and trends, as well as Fidelity’s enterprise goals
• Influencing a test, learn, and optimize approach to content development where you’ll make data informed decisions on the topics, tone, language, and delivery of content
• Championing content strategy standards across the teams you support

Certifications:

Category:Marketing

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.