Instacart

Conversational UI Writer

Instacart

March 23, 2021

Georgia, US


OVERVIEW
Our Care team in Atlanta provides high quality care to our customer, shopper, and retailer communities. We are looking for a Conversational UI Writer who is passionate about developing and improving the customer experience across chat bots, IVR, and other automated channels. You'll have opportunities to learn new technology, hone your writing skills across multiple channels and content types, and grow with our team!
ABOUT THE JOB
  • Craft high-level and detailed conversational scripts to effectively communicate chat and voice interaction
  • Build and implement solutions in CUI authoring tools
  • Leverage customer data to identify pain points and opportunities to improve experiences
  • Participate in peer reviews of content created by other team members
  • Document consumable insights to inform changes/additions to IVA flows and socialize with key stakeholders and executive audiences
  • QA/review and edit content for accuracy and alignment with brand voice and tone
  • Manage content requests and workflows, including communicating with requestors, monitoring process and governance requirements, and facilitating stakeholder reviews and approvals
  • Work with our Process, Legal, Product, Brand, and Engineering teams to identify and manage customer experience gaps and improvements
  • Conduct user acceptance testing regularly to ensure conversations and platforms are performing as expected
  • Develop and foster relationships across partnered teams to optimize delivery of solutions for customers
  • Build a deep understanding of the Instacart platform, culture, audiences, and processes

ABOUT YOU
  • Bachelor's degree with a concentration in UX writing, technical writing, information technology, communications technology, or related discipline
  • Experience with communication technology
  • Solid writing and editing skills
  • Proven ability to author supportive and engaging content for Conversational UI channels
  • Ability to match brand voice, tone, business requirements, and goals
  • Demonstrated skill in simplifying technical content for user understanding
  • Strong technical aptitude - comfortable learning any software product
  • Technical knowledge of the fundamentals of conversation, e.g. Cooperative Principle, turn-taking, cognitive load, pragmatics, prosody.
  • Experience with Conversation Designer, Dialogflow, Solvvy, Forethought, or other CUI and VUI authoring tools
  • Knowledgeable about linguistic norms of speech, writing, conversation, and communication
  • Understanding of and appreciation for best-in-class customer experience
  • Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
  • Flexible and self-motivator mindset - ready to move fast and adapt continuously to a rapidly scaling culture, and own the work you do
  • Examples of conversational UI content flows