Conversation Designer

1 month ago

Boston, United States Fidelity TalentSource LLC Full time



Job Description:

Fidelity Investments is looking for an agile, digital-first problem solver who s skilled at conversation design, and is passionate about providing frictionless, simple digital experiences for customers
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As a member of the Content team, you ll dedicate your time to designing conversations for one of our chatbots. In this role, you will focus on helping customers self-serve by simplifying complex concepts, providing end-to-end content strategy starting with content discovery through to content maintenance. You ll play a key role in keeping customers informed, instilling confidence in their actions, and creating an accessible digital experience.
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You ll also play a meaningful role in championing and maintaining conversation design standards that give our customers confidence and make their interactions with us effortless.
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The Expertise You Have

  • A minimum of 3 years' experience in conversation design with high attention to detail and ability to balance multiple workstreams at once
  • Experience writing for chatbots is strongly preferred
  • Able to know how to ask the right questions of product and business owners to clarify processes and communicate them back to users in language they understand
  • Experience in financial services or another industry that is complex, multi-channel, and regulated
  • Proven track record of defining, testing, iterating on, and delivering best in class digital experiences
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The Skills You Bring

  • Skill at simplifying the complex, using compelling, concise, and friendly language to help users navigate and take desired actions
  • Interest in natural language processing (NLP), chatbot architecture, AI, and machine learning
  • Comfort defending your content decisions with executives, legal, and other partners, and can negotiate edits with diplomacy and an open mind.
  • Ability to build credibility and trust with peers and executives
  • Valuing pace over perfection, and thinking big picture while keeping an eye on the little details
  • Uses data and analytics to find opportunities for improving the customer experience
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The Value You Deliver

  • Creating content for the chatbot, focused on a clear, simple conversational voice, tone, and style that aligns with established editorial and conversation design standards
  • Collaborating with UX designers, researchers, developers, subject matter experts, natural language processing (NLP) analysts, and business partners
  • Reviewing chatbot conversations to ensure grammar model accuracy, optimizing the content, recommending new topics, and measuring impact
  • Developing and promoting a content creation and maintenance process for the chatbot, based on firm and industry best practices, client needs, emerging technology and trends, as well as Fidelity s enterprise goals
  • Influencing a test, learn, and optimize approach to content development where you ll make data informed decisions on the topics, tone, language, and delivery of content
  • Championing content strategy standards across the teams you support




Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

Fidelity s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.

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