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: