Job Summary:

The combined Disney Streaming and Hulu Viewer Experience (VX, or Customer Support) organization is seeking a Content Designer/UX Writer who will be an integral addition to our Self-Service Content & Engagement team.

As a Content Designer, you will be responsible for designing UX content for all our self-service support channels across Hulu, Disney+, ESPN+ and Star+. You'll leverage data, research, and empathy to drive content solutions and decisions that help build a best-in-class self-service experience. You’ll also lead the global UX copy review and approval process, working with stakeholders around the world to ensure all content is accurate and representative of brand guidelines and cultural nuances. On the day-to-day, you’ll collaborate with a strong group of product managers, product designers, content strategists, and localization specialists to create the most intuitive and useful content for users of our help centers, community forums, and more.

The ideal candidate for this role is an expert wordsmith with a background in UX content design and customer support. You’re meticulous about the smallest of details while knowing how to prioritize time investments, and you have deep empathy for anyone who just wants to unwind with some trouble-free TV time. This is a versatile, fast-paced position, so agility and strong collaboration skills are a must.

Responsibilities:

• Design and optimize clear and concise UX copy that helps users navigate our self-service channels all over the world
• Drive the content design process for new help center features, partnering closely with product stakeholders to bring the experience to life
• Partner with the localization team to understand regional best practices and cultural nuances
• Analyze data that demonstrates user goals on our platforms in order to improve existing content and anticipate future needs
• Drive the review and approval of all UX content, establishing strong relationships with stakeholders in legal, marketing, and corp comms
• Manage a large volume of UX strings across multiple brands and geographies, uploading and QAing content on tight deadlines
• Occasionally write app release notes and error code messaging for in-app product experiences that lead users to self-serve
• Document UX content standards and style guides for our self-service channels, collaborating regularly with the Product Design team to adopt holistic best practices across content types and brands

Basic Qualifications:

• 3+ years of digital content creation or copywriting experience; 2+ years of experience as a UX writer or product-focused content designer
• Excellent writing and editing skills with the ability to write in different styles and tones on behalf of a brand
• Understanding of SEO principles and working knowledge of Google Search Console/Google Analytics
• A data-driven mindset with experience leveraging quantitative and qualitative data to analyze content
• Strong technical acumen with experience working efficiently across multiple tools and/or content management systems
• Strong collaboration and interpersonal skills with the ability to adjust communication style by audience
• Strong organizational and project management skills with the ability to balance multiple tasks in a fast-paced environment

Preferred Qualifications:

• Experience with global content management and localization
• 1 year of experience writing customer support content
• Experience with ServiceNow

Required Education

• Bachelor’s Degree from an accredited 4-year college or university

This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.