Conversational Experience Designer

7 days ago

Boston, Massachusetts, United States Fidelity TalentSource LLC Full time



Position Overview:

Fidelity Investments is seeking a dynamic, digital-oriented innovator with expertise in conversation design, dedicated to crafting seamless and straightforward digital interactions for users.
 

As part of the Content team, your primary focus will be on developing engaging dialogues for our chatbot. This role emphasizes enabling customers to self-serve by distilling intricate ideas into clear communications, overseeing a comprehensive content strategy from initial discovery to ongoing maintenance. You will be instrumental in ensuring customers are well-informed, confident in their choices, and experience an inclusive digital environment.
 

Your contributions will also include advocating for and upholding conversation design standards that enhance customer trust and facilitate effortless interactions.
 



Qualifications:
  • At least 3 years of experience in conversation design, demonstrating meticulous attention to detail and the ability to manage multiple projects simultaneously.
  • Experience in writing for chatbots is highly desirable.
  • Proficient in asking insightful questions to clarify processes from product and business stakeholders, translating them into user-friendly language.
  • Background in financial services or a similarly complex, multi-channel, regulated industry.
  • Demonstrated success in defining, testing, refining, and delivering top-tier digital experiences.
     


Skills Required:
  • Ability to simplify complex information using engaging, concise, and approachable language to guide users effectively.
  • Interest in natural language processing (NLP), chatbot frameworks, artificial intelligence, and machine learning.
  • Comfort in defending content choices to executives, legal teams, and other stakeholders, with a diplomatic approach to negotiations.
  • Capability to establish credibility and trust with colleagues and leadership.
  • Prioritizing progress over perfection while maintaining a holistic view and attention to detail.
  • Utilizing data and analytics to identify opportunities for enhancing the customer experience.
     


Value Proposition:
  • Crafting content for the chatbot that embodies a clear, straightforward conversational tone, style, and voice consistent with established editorial and conversation design guidelines.
  • Collaborating with UX designers, researchers, developers, subject matter experts, NLP analysts, and business partners.
  • Evaluating chatbot dialogues to ensure grammatical accuracy, optimizing content, suggesting new topics, and assessing impact.
  • Developing and advocating for a content creation and maintenance framework for the chatbot, grounded in best practices, client needs, emerging technologies, and Fidelity's organizational objectives.
  • Promoting a test-and-learn approach to content development, making data-driven decisions regarding topics, tone, language, and content delivery.
  • Championing content strategy standards across supported teams.


Company Overview:

About Fidelity Investments

Fidelity Investments is a privately held organization committed to enhancing the financial well-being of our clients. We assist individuals in investing and planning for their futures, support companies and non-profit organizations in providing employee benefits, and offer institutions and independent advisors investment and technology solutions to manage their clients' assets.

Our Commitment

At Fidelity, you will discover numerous opportunities to build a fulfilling career that positively influences lives, including your own. We provide flexible benefits that support you throughout your career journey, empowering you to excel both professionally and personally. Recognized with a Glassdoor Employees Choice Award, we have been acknowledged by our employees as a top workplace. Our work model combines the advantages of remote work with in-person collaboration to meet the needs of associates and the business.

Fidelity's Values

We prioritize honesty, integrity, and the safety of our associates and clients within a highly regulated environment. Certain positions may require candidates to undergo a preliminary credit check during the screening process. Candidates receiving a Fidelity offer will need to complete a background investigation, which may include a review of criminal, civil litigations, regulatory history, employment, education, and credit (as applicable). Additionally, where permitted by law, Fidelity may conduct a pre-employment drug screening.

Fidelity Investments is an equal opportunity employer, dedicated to fostering a diverse workforce through a culture of inclusion and belonging.

We are committed to accommodating applicants with disabilities who require adjustments to participate in the application or interview process.

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