View my profile

Content Strategist I

United States - Washington - Seattle

APPLY NOW
Expedia

Are you a versatile content strategist who gets excited about solving challenging customer service problems at enterprise scale? Do you want to use your skills to help travelers and agents get quick, useful answers to their questions? Then let's talk about this opportunity to join the Global Customer Operations Content Strategy Team at Expedia Group!

We're redefining our customer service experiences with state-of-the art artificial intelligence and machine learning in mind. We put the customer first and use data to drive our decisions. As part of our team, you'll partner with other Content Strategists and across disciplines (UX Designers, Product Managers, Engineering, and others) to co-create simple, intuitive, useful, and cohesive product experiences and narratives that are context-aware, human, and delightful. You'll define content (for chat bots, knowledge base, email, and more) for end-to-end customer service journeys and different audiences, that helps users get the right help information at the right time. You'll solve for the presentation of product content in the experience, as well as the structure that delivers that product content.

What you’ll do

  • Work reciprocally with fellow content strategists to create user-focused content hierarchies, frameworks, copy strings and other content-focused aspects of a project or initiative
  • May attend meetings with designers, engineers, product managers, and many others to learn about the creation of content-focused experiences
  • Write clear and consistent product content — everything from customer service flows to traveler- and agent-facing help topics, error messages, and notifications
  • Work within established style guides
  • Lean on industry standards and trusted methodologies
  • Solves problems with specific content solutions in mind

Who you are

  • More than 3 years professional experience with content strategy for large enterprise web sites or applications, especially consumer-facing interfaces
  • Understanding of the development, sourcing, and governance of both structured and unstructured content types
  • Knowledge of mobile first and responsive content strategies
  • Experience writing and revising content for the user interface
  • Experience working in Content Management Systems
  • Basic HMTL skills
  • Experience with the UX lexicon; previous experience working in the UX design process is preferred
  • Bachelor’s degree in relevant field — English, Communications, Linguistics, HCI, Design
  • Customer service and SEO experience are a plus.

              You’re aligned to this role if:

  • You’re a blend of storyteller, UX writer, and content designer
  • You understand best practices to prepare content audits and inventories, and competitor and gap analysis and have research and presentation skills
  • You live and breathe everything content strategy and love technology
  • You're immersed in UX and UX process: you aren’t looking for an editorial content creation, social media strategy, or content marketing role
  • You're nimble: you pivot quickly when priorities shift, or requirements change
  • You're a strong communicator and understand the role content plays in design
  • You advocate for solutions that balance the needs of customers with business objectives
  • You have an eye for details and know the difference between good and bad content
  • You're biased to action, able to prioritize and consistently meet deadlines
  • You're an excellent project manager: you stay on top of your deliverables and get things done while dealing with ambiguity

Why join us

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

*LI-GM1

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
APPLY NOW

R-48892

Job Category
Creative/Content Group

Job Function
Content

Location
United States - Washington - Seattle

Job Type
Full-Time Regular

Similar Jobs

Go to top