We are seeking a Content Writer to drive the transformation of our agency's knowledge base to support an omnichannel customer service approach, including chatbots, live chats, and traditional channels. This role is crucial in ensuring seamless, accurate, and conversational customer interactions across all platforms while continuously improving content quality and relevance.

Key Skills and Competencies:

Service Design Expertise:

• Proficiency in service design methodologies and tools
  • Ability to create and implement service blueprints
  • Experienced in conducting user research and synthesising insights
  • Skilled in developing user personas and journey maps, identifying service gaps where requiredData Analysis and Insights:
  • Proficiency in analysing qualitative and quantitative data
  • Ability to translate data insights into actionable design decisions
  • Experienced with analytics tools and metrics for measuring service performance

Data Analysis and Insights:

• Proficiency in analysing qualitative and quantitative data
• Ability to translate data insights into actionable design decisions
• Experienced with analytics tools and metrics for measuring service performance

Digital Transformation:

• Understanding of digital technologies and their impact on service delivery
  • Experienced in transforming traditional services into digital experiences
  • Knowledge of emerging trends in service design and digital innovation

Staffing and Reporting

• Proficiency in coordinating and synthesising inputs from diverse team members, and presenting information for different audiences
  • Ability to manage and prioritise multiple high-level requests simultaneously
  • Strong attention to detail and nuance

Stakeholder Management and Communication

• Strong communication (written and verbal) and interpersonal skills
  • Ability to present complex ideas to diverse audiences

Adaptability and Lifelong Learning:

• Willingness to adapt to changing project requirements and methodologies
  • Commitment to staying current with industry trends and best practices
  • Openness to feedback and continuous improvement

Responsibilities:

• Work closely with divisions to transform existing FAQs and knowledge articles into conversational, user-centric content suitable for chatbots, live chats, and other digital platforms.
• Develop and maintain intent mapping to help chatbots accurately understand and respond to user queries.
• Design conversation flows that guide users through multi-step processes effectively.
• Incorporate appropriate rich media (images, videos, infographics) to enhance content comprehension.
• Apply natural language processing (NLP) expertise to improve chatbot responses and user experience.
• Monitor enquiry trends, chatbot interactions, and usage metrics across all channels to identify and resolve gaps or inaccuracies.
• Work closely with IT, customer service teams, and other relevant departments to align content with technical capabilities and operational needs.
• Handle day-to-day case management and resolution of customer feedback
• Support the writing and editing of research reports and presentations

All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.