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Content Designer

Job Location Minneapolis, Minnesota

Position Purpose: 

The Content Designer is responsible for creating simple, concise, user friendly content that enables a positive service experience for our customers and employees. They work closely with product, engineering, quality and customer facing teams to develop comprehensive solutions that enable a culture of service everywhere, and then iterate on content improvements and overall service design. The ability to influence and partner with cross-functional team members is a must. The Content Designer understands the content design principles and how content should be written for maximum comprehension and usability, while gaining insights and feedback that will be used to improve content quality and drive business outcomes. 

Primary Responsibilities:

  • Leads cross functional teams in discovery, analysis and process design leveraging voice of customer insights, failure mode analysis methodology and lean principles to develop high quality content.
  • Executes project-based content deliverables (for example: new product launches, service process changes, customer experience initiatives).
  • Transforms complex product and servicing use cases into simple, repeatable support processes that are free of internal business jargon and build operational excellence.
  • Reviews own work for accuracy, adherence to Sleep Number brand style guide, and voice and tone. Owns the outcome by following content through the entire process to ensure it is implemented as designed.
  • Confidently articulates point of view and the rationale behind content design decisions.
  • Influences product design teams to include supportability considerations into future product development efforts.
  • Mentors entry level content creators on best practices, standards and guidelines to help develop a community of content creators across enterprise.
  • Demonstrates expertise of content design fundamentals (for example: principles of grammar and professional writing) and writing and editing basics. Follows guidelines for style, voice and tone, branding, and form factors.

Key Performance Indicators:

  • Customer Service, Ownership and Home Delivery Customer Satisfaction Score (CSAT)
  • Relationship Center and Home Delivery employee Net Promoter Score (NPS) and engagement index
  • Content ratings and usability scores

Position Requirements: 

  • BA/BS degree in English, Journalism, Technical Writing, or a related field or equivalent practical experience.  Master’s degree preferred.
  • 3 or more years of jargon-free technical writing and cross-team collaborative authoring experience
  • 3 or more years of experience in customer service or support-related organizations
  • 3 or more years in Retail/Consumer goods business (B2C)
  • Customer journey mapping experience a plus
  • 1 or more years creating content using Training within Industry methodology

Knowledge, Skills & Abilities:

  • Track record of fast technical research, learning and independently working towards deadlines
  • Experience working in a fast-paced environment with agility in changing priorities
  • Proven ability to work as a valuable contributor to a team
  • Proven ability to lead cross functional teams to align goals and deliver impactful outcomes
  • Ability to manage, reconcile, and incorporate input from multiple stakeholders
  • Creative copywriting experience
  • Exposure to and comfort with innovative consumer technologies

Working Conditions (if applicable):

  • Located in Minneapolis, MN
  • Up to 15% travel to engage customer-facing teams (Retail, contact center, home delivery) and vendors

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R2766
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  • Customer Relationship Center, Minneapolis, Minnesota, United StatesRemove