CX Writer

Warner Bros. Discovery; Bellevue (WA); On-site; USD 64,400 - 119,600; Full time

Benefits offered by this job

Health insurance coverage

Employee wellness program

Retirement savings plan

Job summary

A leading entertainment company in Bellevue, WA, is seeking a CX Writer to enhance the customer experience across various communication channels. The candidate will research and create support content for streaming products, leveraging AI technologies and collaborating with diverse teams. Ideal candidates should possess a Bachelor's degree, 3-5 years of relevant experience, and strong communication skills. This role offers a competitive salary and a comprehensive benefits package including health insurance and retirement plans.

Qualifications

• 3-5 years of experience writing online help content for a consumer product.
• 3-5 years of experience copywriting for consumer products or publications.
• Experience in conversational design and generative AI content creation.

Responsibilities

• Research and write content that enhances the customer experience across communication channels.
• Support and author primary inputs for generative AI solutions.
• Collaborate with a fast-paced team to craft support content.

Skills

Excellent collaborative and communication skills (written and oral)

Customer support experience

Ability to translate information into clear steps

Proficient in using quantitative and qualitative data

Highly organized and detail oriented

Education

Bachelor's degree in Communications, English, Journalism, or related field

Tools

Content management systems

Digital publishing platforms

Chatbot platforms

Job description

CX Writer

Join to apply for the CX Writer role at Warner Bros. Discovery.

Company Overview

Welcome to Warner Bros. Discovery… the stuff dreams are made of. Behind WBD’s vast portfolio of iconic content and beloved brands are the storytellers, creators, and dreamers bringing characters to life and imagining what’s next.

Role Overview

As a Customer Experience (CX) Writer on the CX Content Strategy team, you’ll research and write support content about WBD streaming products for our customers and our customer service team. This writer will prepare and craft support content for global launch efforts within the Warner Bros. Discovery organization, including the help center, digital assistant, and customer‑facing messaging. You’ll distill complex material into simplified text, be comfortable with technology and apps, and lean into new and evolving technologies.

Responsibilities

• Research and write content that enhances the WBD customer experience across our communication channels: chat, phone, digital assistant, help centers, and primarily focus on social media, email, and the digital assistant.
• Support and author primary inputs for generative AI solutions, crafting content that balances customer needs and incorporates gen AI/LLM best practices.
• Collaborate with a focused and fast‑paced team to craft support content that answers common customer questions and solves customer problems.
• Write and edit content to support global expansions, new devices, software updates, promotions, partnerships, shows/movies, and more.
• Partner with our Customer Experience pillars (Learning and Development, Launch Readiness, Data & Insights, Operations, Tools and Technology) to understand common support issues and address them in our social content.
• Leverage multiple data sources to provide data‑driven analysis and support recommendations, with a commitment to continuously improve the customer experience. Iterate, test, and optimize content to uncover the most successful approaches.
• Adapt the CX style guide to updated tone of voice guidance, according to business needs.

Qualifications

• Bachelor's degree in Communications, English, Journalism, or related field
• 3‑5 years of experience writing online help content for a consumer product (ideally, software)
• 3‑5 years of experience copywriting for consumer products or publications
• Customer support experience
• Experience in conversational design and generative AI content creation
• Excellent collaborative and communication skills (written and oral)
• Able to translate information into clear and easy‑to‑understand steps
• A self‑starter and creative problem solver, with the ability to write content quickly
• Passionate about building and cultivating a best‑in‑class customer experience
• Highly organized and detail oriented; able to balance multiple projects in a fast‑paced, deadline‑driven environment
• Proficient using quantitative data and qualitative feedback to identify opportunities and inform recommendations
• Able to work autonomously with direction and mentorship
• Possess an empathetic, customer‑first point of view
• Flexible and quick‑to‑pivot when business needs change
• Fluency with broad range of CX technologies and tooling used to write, optimize, and publish support content (including, but not limited to content management systems, digital publishing platforms, localization and analytics software, and chatbot platforms)
• Embraces new technologies and where possible incorporates them into day‑to‑day tasks (including, but not limited to prompt engineering with AI solutions and visual AI technologies)
• Highly adaptable and comfortable with ambiguity
• Thrive in a collaborative, team‑focused work environment
• Relentlessly positive, with a ‘can’t be stopped’ attitude
• An appreciation for media and pop culture

Salaries and Benefits

Pay Range: $64,400.00 – $119,600.00 per year. Other rewards may include annual bonuses, short‑ and long‑term incentives, and program‑specific awards. Warner Bros. Discovery provides a variety of benefits, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time, and vacation.

Equal Employment Opportunity Statement

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. We are an equal‑opportunity employer and make decisions with regard to hiring, placement, promotion, termination, compensation, benefits, and any other aspect of employment on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

Championing Inclusion at WBD

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

How We Get Things Done

Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. Find them at https://www.wbd.com/guiding-principles/ and learn how they show up in our day‑to‑day work.