Overview
Context
Our digital experience team’s mission is to deliver frictionless self-help experiences for our accountants and experts that solves their issues and allows them to get back serving their customers quickly.
Goal
Our goal is for our customers to resolve their issues 80% of the time in a digital channel. Help content is one of our most important avenues in which our customers accomplish this goal.
- Relevant and accurate articles as measured by customers not needing to contact after viewing an article.
- Content that covers a wide range of issues and questions as measured the rate at which our customers view content when in our digital channels.
Role Description
To accomplish these goals, we will need to ensure our content is relevant, tagged appropriately, available for customers and experts, ensure content requests are completed within SLA, and work with peers on the digital team to promote content where it has the biggest impact.
What you'll bring
- Bachelor’s degree or equivalent work experience
- Understands and implements content processes and standards to maximize content effectiveness
- Experience working with content management systems
- Understands how SEO strategy, taxonomy, hierarchies, and other content systems increase content efficiency and effectiveness
- Uses basic storytelling and conversation techniques
- Demonstrates command of writing fundamentals, including style, grammar, and information architecture
- Strong ability to plan, prioritize, and carry out complex writing projects with attention to detail.
- Basic understanding of GenAI prompting and techniques
- Ability to operate independently
- Proficiency in written and spoken English (French is a plus)
How you will lead
- Be responsible for the customer and expert facing help content for our ProTax and ProFile offerings
- Transforms complex accounting jargon into conversational, approachable language
- Implements Intuit style, voice and tone, and content patterns consistently
- Understands the role consistent communication plays in building a brand
- Integrate user voice and customer problems into content design
- Utilize GenAI for brainstorming and aligning messaging to the Intuit content style guide
- Audit existing content
- Collaborates effectively with other designers, writers, product managers, customer success supportability specialists, and tax content analysts
- Contributes to the ongoing improvement of our content management system
- Work with cross-functional teams to ensure alignment with product, user needs, and business objectives
- Conduct user testing and iterate on conversation design based on user feedback
- Manage multiple projects and priorities
- Work closely with internal stakeholders to understand key customer needs
