CX Writer

CX Writer

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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.

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.

• 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.

• 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

Pay Range: $64,400.00 – $ 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.

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