Are you a versatile content strategy leader who gets excited about solving challenging customer service problems at an enterprise-scale? Do you want to use your skills to help agents get quick, useful answers to their questions? Do you thrive when handling ambiguity and change? Then let's talk about this opportunity to join the Conversation Platform and Customer Experience Operations Content Strategy Team at Expedia Group!
We would love to see an example of your expertise, style, and creativity.
Please provide a link to your portfolio or attach samples, as applications without portfolios will not be considered.
We're redefining our traveler and agent experiences with state-of-the-art artificial intelligence and machine learning in mind. We put the traveler first and use data to drive our decisions. As part of our team, you'll partner across disciplines (UX and LX Designers, Product Managers, Engineering, and others) to co-create simple, intuitive, useful, and cohesive knowledge product experiences and narratives that are context-aware, human, and delightful. You'll define the content (for the knowledge base, email, and more) that helps users get the right help information at the right time. You'll solve for the presentation of knowledge and learning product content in the experience, as well as the structure that delivers that content.
You’re a blend of people leader, storyteller, UX writer, and content designer
You know how to identify user needs and find the right content to meet those needs
You use logic, data, research, and empathy for your user to inform your choices and can back up your recommendations with solid reasoning
You love competitive analysis and are enthusiastic about creating cohesive content strategies
You live and breathe everything content strategy and love technology
You're immersed in UX and LX process: you aren’t looking for editorial content creation, social media strategy, or content marketing role
You're nimble: you pivot quickly when priorities shift, or requirements change
You're a strong communicator and understand the role content plays in design and performance
You advocate for solutions that balance the needs of agents and travelers with business objectives
You have an eye for details and know the difference between good and bad content
You're biased to action, able to prioritize and consistently meet deadlines
You're an excellent project manager: you stay on top of your deliverables and get things done
Audit, analyze, structure, create, and present content independently using established frameworks, and coach a small team to do the same
Consistently communicate strategy and team direction to team and stakeholders
Actively encourage team members to seek diverse feedback on agent experience work
Help team members prioritize and link daily work to broader objectives and manage workloads to ensure all team members are fully deployed and skills are matched to the work requirements
Bring a content strategy view to define and refine the Knowledge Graph which is the brains behind the ML
Focus increasingly on content problems across systems and product areas
Work reciprocally with fellow content strategists as well as designers, engineers, product managers, and many others to conceptualize content-focused experiences and bring your work to life
Assess competitor content and user experiences for content coverage, quality, gaps, and emerging industry and content trends
Identify content needs and gaps across multiple stages of the user journey, and create content to address those gaps
Communicate your findings, recommendations, and content specifications through user scenarios, presentations, comps, prototypes, and style guides
Describe and present your methods, explorations, and rationale along with a recommendation to varied audiences
Lean on industry standards and trusted methodologies but still experiment
A portfolio or link with the representation of your work, attached to your application
More than 5 years of professional experience with content strategy for large enterprise websites or applications, both internal and consumer-facing interfaces
Understanding of the development, sourcing, and governance of both structured and unstructured content types
Knowledge of mobile-first and responsive content strategies
Experience writing and revising content for the user interface
Experience working in Content Management Systems
Experience with localization and writing for a global audience
Experience with the UX lexicon and working in the UX design process
Bachelor’s degree in relevant field — English, Communications, Linguistics, HCI, Design
Customer service and SEO experience are a plus.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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