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Chatbot Conversation Specialist
2 months ago
Job Overview:
Fidelity Investments is seeking a dynamic, digital-savvy professional with expertise in conversation design, dedicated to crafting seamless and intuitive digital interactions for clients.
As a vital member of the Content team, your primary focus will be on designing engaging conversations for our chatbot. This role emphasizes empowering customers to self-serve by demystifying intricate concepts and implementing a comprehensive content strategy that spans from initial content discovery to ongoing content upkeep. You will significantly contribute to keeping customers informed, instilling confidence in their choices, and fostering an accessible digital environment.
Your role will also involve advocating for and upholding conversation design standards that enhance customer confidence and streamline their interactions with our services.
Qualifications:
- At least 3 years of experience in conversation design, demonstrating meticulous attention to detail and the ability to manage multiple projects simultaneously.
- Strong preference for candidates with experience in chatbot content creation.
- Proficient in engaging product and business stakeholders to clarify processes and articulate them in user-friendly language.
- Background in financial services or similarly complex, multi-channel, regulated industries.
- Proven success in defining, testing, refining, and delivering exceptional digital experiences.
Skills Required:
- Expertise in simplifying complex information using clear, concise, and approachable language to guide users effectively.
- Interest in natural language processing (NLP), chatbot frameworks, artificial intelligence, and machine learning.
- Ability to defend content decisions with stakeholders, including executives and legal teams, while maintaining a collaborative approach.
- Capacity to build trust and credibility with colleagues and leadership.
- Prioritizing speed over perfection while maintaining a focus on both macro and micro details.
- Utilizing data and analytics to identify opportunities for enhancing the customer experience.
Value Proposition:
- Developing content for the chatbot that embodies a clear, straightforward conversational tone and style, adhering to established editorial and conversation design guidelines.
- Collaborating with UX designers, researchers, developers, subject matter experts, NLP analysts, and business stakeholders.
- Evaluating chatbot dialogues to ensure grammatical accuracy, optimizing content, suggesting new topics, and assessing impact.
- Creating and promoting a content development and maintenance framework for the chatbot, grounded in industry best practices, client needs, and emerging technologies.
- Encouraging a test-and-learn methodology in content development, making data-driven decisions regarding topics, tone, language, and content delivery.
- Championing content strategy standards across the teams you support.
Company Overview:
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-profits in delivering employee benefits, and provide institutions and independent advisors with investment and technology solutions.
Our Commitment:
At Fidelity, you will discover numerous opportunities to cultivate a meaningful career that positively influences lives, including your own. We offer flexible benefits that support you throughout your career journey, empowering you to thrive both professionally and personally. Recognized as a top workplace, we pride ourselves on fostering an inclusive and diverse culture.
Fidelity is an equal opportunity employer, valuing honesty, integrity, and the safety of our associates and clients in a highly regulated environment. We are dedicated to accommodating applicants with disabilities who require adjustments to participate in the application or interview process.
