Sr. Analyst, Customer Experience Content Writer

BUILD SOMETHING BIGGER THAN YOURSELF 

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How will you contribute to our magical experience?  

The Disney Direct-to-Consumer Viewer Experience (VX, or Customer Support) organization is seeking a Sr. Analyst, Customer Experience Content Writer who will be an exceptional addition to our Regional VX Americas Team, while working closely with the Global Self-Service Content team.

In this role, you will be responsible for creating and/or updating digital content across the Disney+ and Hulu Help Centers to support new features, promotions, partner launches and other business initiatives in order to improve our viewer’s self-service experience.

You’ll also work closely with your editor and the Digital Content Strategists to optimize existing content so viewers can quickly get the information they need to start streaming. 

In addition, you will support the Americas (LATAM and NORAM) Contact Center operations, acting as a primary point of contact for agents with questions related to workflows and internal communications. This role is responsible for driving consistency across assisted and self-service support channels, while continuously seeking opportunities to improve processes, reduce friction, and enhance the overall support experience.

The right person for this role has experience writing web content for a public-facing audience, can juggle multiple projects and adapt to shifting priorities, can collaborate effectively with stakeholders from various departments, and has deep empathy for anyone who just wants to unwind with some trouble-free TV time.

If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.

The Sr. Analyst, Customer Experience Content Writer will be responsible for: 

• Translating complicated products, features, and service details into easy-to-understand helps articles that inform and empower our viewers, including region-specific partnerships, devices and promos.
• Collaborating with both regional and global teams, including the Launch Readiness team, Marketing Managers, Product Managers, Legal teams, and Linguists to write content and find answers to agent questions.
• Collaborating with Digital Content Strategists on various optimization projects that leverage article feedback and other performance metrics to improve the accuracy, readability, and findability of our content.
• Driving a highly-collaborative, cross-functional editorial process to ensure that deliverables stay on track and meet rigorous review/publishing deadlines in concordance to business priorities and VX KPIs, making a fine tune featured content for region-specific contact drivers.
• Benchmarking the industry, proposing new features and Help Center resources.
• Serving as our main regional PoC for internal communications and agent resources.
• Occasionally supporting local VX leadership in operational initiatives.

What we need from you to be part of this story:

• Minimum 3 years of experience of content creation and/or copywriting experience. 
• Bachelor’s Degree or equivalent work experience.
• Advanced level in English.
• Validated experience in writing for the web and other emerging digital platforms.
• Understanding of how SEO (search engine operation) principles influence writing.
• Basic knowledge of content and CX performance metrics.
• Understanding of HTML and CSS.
• Proven organizational and interpersonal skills.
• Ability to independently lead multiple tasks in a fast-paced, dynamic environment.
• Ability to successfully collaborate with numerous cross-functional stakeholders.
• Experience writing customer support content is a preferred qualification.
• Ability to speak Portuguese is a preferred qualification.

​Additional Information: 

At Disney, we believe it takes great people to create memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas.

“You can design and create and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney

This position is with TWDC Argentina S.A., which is part of a business we call Disney Direct to Consumer.

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