WHO WE ARE
The Comcast Customer Experience Automation (CXAO) team is responsible for automated excellence through improvements to content and programming of customer experience products like the Xfinity Assistant (a Virtual Assistant powered by AI) and aiQ platform. CXAO uses both detailed retrospective data analysis, prospective business requirements, and automated technologies to treat customer pain points and scale the platforms that support them. The team is organized to rapidly identify pain points, develop and implement solutions, monitor results and repeatedly iterate.
Comcast is looking for a collaborative, creative, and technically proficient addition to CXAO. Based in Philadelphia, the Copywriter is responsible for writing, editing, and auditing Xfinity Assistant messaging and experiences. The Copywriter will work closely with all internal product teams to draft copy and dialogue for the Xfinity Assistant. The ideal candidate will devise imaginative Xfinity Assistant customer experiences in accordance with brand voice and marketing guidelines. The Copywriter should be capable of grasping communication and organizational challenges, as well as the underlying technology that powers our experiences. Accordingly, this role will work in close collaboration with partnering product and technology teams and must work under moderate guidance while establishing themselves as a go-to resource in their area of expertise.
Maintains outstanding copywriting abilities for new media with the ability to communicate complex information in a lively, accurate, and compelling manner
Write, edit, and audit scalable conversational dialog flows and interactions for the chatbot
Changes language and tone of voice based on product experience and customer interaction types
Edits or rewrites existing copy as necessary, and submits copy for approval by supervisor
Collaborates with team to determine the conceptual and copy direction of branding and advertising initiatives
Works with designers to ensure copy tone and format accommodate visual design requirements
Work closely with Business Analysts and Engineers to hand off experience requirements for the bot
Partner closely with Subject Matter Experts (SMEs) to gather business requirements and translate them into customer experiences
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
Other duties and responsibilities as assigned.
PROFESSIONAL EXPERIENCE & ATTRIBUTES
Education Level - Bachelors Degree or Equivalent
Field of Study - Communications, Public Relations, Journalism, UX
Years Experience - Generally requires 2-5 years related experience
The ideal candidate should have experience:
Writing UX copy and developing in-product / in-app experiences
Working closely with UX designers and product leadership to deliver desired customer experience outcomes
Submitting copy for review by supervisor
Presenting copy / messaging to designers and product leadership for review
Self-gathering copy / messaging requirements from designers as well as product and brand leadership
Working in accordance with branding/messaging guidelines
Working directly within a CMS
Preparing deliverables for CMS deployment team
Comcast is an EOE/Veterans/Disabled/LGBT employer