UX Copywriter
Xe, United States
Job Description
As a UX Copywriter, you will work closely with our Digital Care, Design and Service Delivery teams to ensure our digital interactions with clients are on brand, consistent and above all helpful, across a variety of platforms and languages as we continue to expand our global reach.
Xe has a rich user experience, extensive library of email templates and a detailed knowledge base which supports our front-line teams and our customers across multiple channels and in many languages. The knowledge base empowers our teams to provide accurate answers to customers first time. Crucially, it underpins the help and self-serve experience in our digital products, enabling customers to find their own answers online.
We’re passionate about emerging technologies and have developed AI-powered chat bots and other tools to help our customers solve their issues more quickly.
This role is responsible for:
- Leveraging UX writing skills to create relevant and on brand knowledge content and communications with the highest self-serve value.
- Development of new Digital Care product features, such as chat bots, to enhance our customer service offering.
- Delivering our messaging to customers across multiple channels e.g., live chat, service emails, in-app push notifications and FAQs.
- Actively supporting the development and delivery of the localisation programme to deliver new language versions of our digital assets.
- Track KPIs and provide insights analysis which will help inform our future direction.
Success Measures
- Improved first call resolution rates.
- Reduction in inbound call / emails through self-service tools.
- Maintenance and expansion of email templates and in-app messaging.
- Local language availability of Xe digital assets.
- Enhanced user experience.
Requirements
- Proven experience in producing content for multiple audiences across various digital channels (emails, chat, chatbots, knowledge bases).
- Excellent grasp of written English, with Spanish language skills also required.
- Experience with design tools such as Figma and email marketing platforms like Iterable is highly advantageous.
- Analytical, good at manipulating and interpreting data. Can assess the impact of changes made, and based on data, how we can drive further improvement.
- Creative thinker, that can produce creative solutions to challenges.
- Ability to work to deadlines - pragmatic and able to prioritise.
- Enjoys working across global teams.
- Good communicator with the ability to influence and motivate others.
Benefits
- Salary range $55,000 - $65,000.
- Medical, dental, vision insurance
- 401K
- Employee stock options
- Paid time off