AI-Powered Customer Education Architect

epiqsystems; Phoenix (AZ); On-site; USD 95,000 - 110,000; Full time

Job summary

Epiq is seeking an AI-Enabled Customer Education Specialist in the United States to craft high‑quality content that clarifies complex concepts and drives adoption across audiences. You will govern content lifecycles, apply personas, and run experiments to improve messaging and learning effectiveness.

Responsibilities include translating technical topics into clear materials, supporting self-service, and collaborating with analytics and marketing teams to measure outcomes.

Qualifications

• 2-4 years of experience in technical writing, curriculum writing, instructional design, or knowledge management.
• Strong editorial judgment and ability to write for clarity, accuracy, and engagement.
• Experience tailoring content using personas, journey maps, and audience segmentation.
• Ability to translate complex concepts into simple instructions.
• Interest in GenAI and eDiscovery protocols.

Responsibilities

• Translate complex technical concepts into plain-language, user-oriented content for varied audiences (end users, admins, internal teams) based on user personas and SME interviews.
• Ensure documentation supports self-service, adoption, and operational consistency.
• Identify content gaps and friction points across journeys and recommend improvements.
• Conduct and support A/B testing of learning content, messaging variations, and content formats.
• Use engagement and performance data (completion, usage, search behavior, feedback) to iterate and improve content.
• Partner with analytics, marketing, and CX teams to define success metrics and optimize outcomes.
• Create modular, reusable learning content optimized for LMS, in-app delivery, AI copilots, and knowledge systems.
• Leverage AI tools to accelerate drafting, summarization, updates, localization-while ensuring human quality control.

Skills

Technical writing

Curriculum design

Instructional design

Audience research

A/B testing

Tools

LMS

AI tooling

Content management systems

Job description

Epiq is seeking an AI-Enabled Customer Education Specialist in the United States to craft high‑quality content that clarifies complex concepts and drives adoption across audiences. You will govern content lifecycles, apply personas, and run experiments to improve messaging and learning effectiveness.

Responsibilities include translating technical topics into clear materials, supporting self-service, and collaborating with analytics and marketing teams to measure outcomes.