Content Strategist II at Expedia Group

| Bellevue
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Expedia

Are you a versatile content strategist who gets excited about solving challenging customer service problems at enterprise scale? Do you want to use your skills to help travelers and agents get quick, useful answers to their questions? Do you thrive when handling ambiguity and change? Then let's talk about this opportunity to join the Conversations Platform and Customer Engagement team at Expedia Group!

We would love to see an example of your expertise, style and creativity.

Please provide a link to your portfolio or attach samples, as applications without portfolios will not be considered.

We're redefining our customer service experiences with state-of-the art artificial intelligence and machine learning in mind. We put the customer first and use data to drive our decisions. As part of our team, you'll partner across disciplines (UX Designers, Product Managers, Engineering, and others) to co-create simple, intuitive, useful, and cohesive product experiences and narratives that are context-aware, human, and delightful. You'll define content (for chat bots, knowledge base, email, and more) for end-to-end customer service journeys and different audiences, that helps users get the right help information at the right time. You'll solve for the presentation of product content in the experience, as well as the structure that delivers that product content.

You’re aligned to this role if:
  • You’re a blend of storyteller, UX writer, and content designer
  • You know how to identify user needs and find the right content to meet those needs
  • You use logic, data, research, and empathy for your user to inform your choices and can back up your recommendations with solid reasoning
  • You love competitive analysis and are enthusiastic about creating cohesive content strategies
  • You live and breathe everything content strategy and love technology
  • You're immersed in UX and UX process: you aren’t looking for an editorial content creation, social media strategy, or content marketing role
  • You're nimble: you pivot quickly when priorities shift, or requirements change
  • You're a strong communicator and understand the role content plays in design
  • You advocate for solutions that balance the needs of customers with business objectives
  • You have an eye for details and know the difference between good and bad content
  • You're biased to action, able to prioritize and consistently meet deadlines
  • You're an excellent project manager: you stay on top of your deliverables and get things done
Specific things you’ll be doing:
  • Work reciprocally with fellow content strategists as well as designers, engineers, product managers, and many others to conceptualize content-focused experiences and bring your work to life
  • Assess competitor content and user experiences for content coverage, quality, gaps, and emerging industry and content trends
  • Identify content needs and gaps across multiple stages of the user journey, and create content to address those gaps
  • Write clear and consistent product content — everything from customer service flows to traveler- and agent-facing help topics, error messages, and notifications
  • Communicate your findings, recommendations, and content specifications through user scenarios, presentations, comps, prototypes, and style guides
  • Describe and present your methods, explorations, and rationale along with a recommendation to varied audiences
  • Lean on industry standards and trusted methodologies but still experiment
We know there's no single path to becoming a content strategist. So, we look for:
  • A portfolio or link with representation of your work, attached to your application
  • More than 5 years professional experience with content strategy for large enterprise web sites or applications, especially consumer-facing interfaces
  • Understanding of the development, sourcing, and governance of both structured and unstructured content types
  • Knowledge of mobile first and responsive content strategies
  • Experience writing and revising content for the user interface
  • Experience working in Content Management Systems
  • Experience with localization and writing for a global audience
  • Experience with the UX lexicon and working in the UX design process
  • Bachelor’s degree in relevant field — English, Communications, Linguistics, HCI, Design
  • Customer service and SEO experience are a plus.
Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

*LI-GM1

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • CakePHPFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • HBaseDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • TeradataDatabases

Location

Our new Seattle campus in Interbay is on the beach with sweeping views of the Puget Sound and Cascades.

An Insider's view of Expedia Group

What's something quirky about your company?

Everyone is obsessed with travel…Really! No matter who you are working with or run into in the halls you somehow always land on travel, where you have been, where you want to go or what is the next trip you are planning. Talk about a company with passion!

Laura

Recruiter

What's the biggest problem your team is solving?

In today's world, when you travel, you need things at your fingertips! Imagine you pull up your phone, click a few buttons, type some messages and get the answers to your travel needs quickly. That's what my team and I do - we give customers a rich experience to chat with a virtual assistant on any device and solve their travel problems right away!

Urja

Sr Technology Lead

What makes someone successful on your team?

Accept whatever starting point you have and creatively work with it to organically take a feature area, the team’s culture, and cross-org relationships to the next level. Don’t just take at face value your instructions, but turn every stone to solve user problems with joy and passion. The resulting impact is a sure sign of success.

Lawrence

Senior Technical Program Manager

What are some things you learned at the company?

What got you here today, will not get you there tomorrow. I believe this applies both organizationally and professionally; in order to maintain success, you must continuously evolve, challenge yourself, and take learnings from your mistakes.

Nicholas

Sr. Director, Finance

What are Expedia Group Perks + Benefits

Culture
Volunteer in local community
Day of Caring Volunteer Hours match
Friends outside of work
Eat lunch together
Intracompany committees
Check out our employee resource groups here: https://www.expediagroup.com/about/diversity-inclusion/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We believe everyone deserves - NEEDS - time away from the office and we encourage employees to take advantage of their paid time off. We offer travel discounts to make it even easier to get out and see the world.

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