Role & Company Overview
📋 Role Overview & Responsibilities
HelloWe are looking for a CX Content Strategist from financial services or other highly regulated industries with Athena experience. (required)Duration: 8+months with possibility of longer term extensions. Pay Rate: $70/hr on W2 – Remote RolesIf interested, please email your resume to grace.johnson@motionrecruitment.com
Support CX Compliance with developing, optimizing and managing the desktop procedures, reference guides, templated communications and other knowledge artifacts used by Complaints analysts to resolve customer complaints. Must have experience developing and managing desktop procedures, training content, internal documentation, Help Center content and/or change management in financial services or other highly regulated industries. BA/BS with 5+ years professional experience required.
- Daily ResponsibilitiesPartner with domain specialists to redesign and transform legacy procedures into short-form, easy to use guided workflows and checklists.
- Enter and maintain the redesigned content entries in KM’s Content Management System.
- Critically review analyst procedures and job aids, checking for logic, usability, completeness and adherence to the underlying policies.
- Conduct thorough content audits and gap analyses to identify and surface opportunities to eliminate, automate or optimize process inefficiencies.
- Monitor and analyze user feedback and metrics to identify opportunities for further optimization.
- Manage stakeholder relationships and collaborate with cross-functional teams to ensure alignment, effective change communication, and accountability in optimizing Complaints content within Athena.
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