Job Description:
Position Description:
Creates engaging conversational content for a customer self- service virtual assistant (chatbot) to enhance user interaction and satisfaction. Analyzes performance data, identifies gaps in the virtual assistant's functionality, and uncovers opportunities for User Experience (UX) improvements using Tableau. Designs digital content, conducts UX writing, and prepares content strategy while balancing multiple workstreams. Defines, tests, and delivers best digital experiences using Natural Language Processing (NLP), chatbot architecture, Artificial Intelligence (AI), and Machine Learning (ML). Gathers requirements, creates dialogues and flows, and builds prototypes to create scalable and intuitive conversational experiences. Crafts compelling language and dialogue flows, facilitating customers in completing tasks and retrieving information seamlessly through the virtual assistant.
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Primary Responsibilities:
- Creates graphics used in websites and manages website content and links.
- Prioritizes the needs of clients and balances the needs of business partners.
- Develops and maintains strong and effective relationships with internal and external business partners to execute deliverables.
- Assists with queue management and daily attainment of the Service Level Agreement (SLA) by designing digital User Interfaces (UIs) or websites.
- Evaluates web design following web and accessibility standards.
- Analyzes web use metrics to optimize websites for marketability and search engine ranking.
- Develops and tests layouts, interfaces, functionality, and navigation menus to ensure compatibility and usability across browsers or devices.
- Evaluates web design following web and accessibility standards using web framework applications and client-side code or processes.
- Designs and tests interfaces to facilitate human-computer interactions.
- Maximizes the usability of digital devices, websites, and software with a focus on aesthetics and design.
- Partners with key stakeholders to define content requirements.
- Leads the end-to-end content strategy, ensuring alignment with business objectives.
- Develops and implements information architecture and content for the virtual assistant, to optimize user interaction.
Education and Experience:
Bachelor's degree (or foreign education equivalent) in Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, Strategic Design and Management or a closely related field and five (5) years of experience as a Senior Manager, Digital Marketing (or related occupation) leveraging expertise in conversation design, natural language processing, content strategy, user research, and data analysis to architect and iterate exceptional chatbot experiences within an agile development framework.
Or, alternatively, Master's degree (or foreign education equivalent) in Computer Science, Engineering, Information Technology, Information Systems, Mathematics, Physics, Strategic Design and Management or a closely related field and three (3) years of experience as a Senior Manager, Digital Marketing (or related occupation) leveraging expertise in conversation design, natural language processing, content strategy, user research, and data analysis to architect and iterate exceptional chatbot experiences within an agile development framework.
Skills and Knowledge:
Candidate must also possess:
- Demonstrated Expertise ("DE") designing and building conversational flows to guide users through complex tasks or informational retrieval in digital experiences including interaction patterns, dialogue trees, prompting models, and fallback handling by applying diagramming tools Lucidchart and Figma; defining and implementing tagging strategies, and metadata schemas in content management systems to organize conversational content into logical user-centric categories to improve deliverability and findability.
- DE working with Natural Language Processing (NLP) and Full-Stack Virtual Assistant Development- to leverage highly scalable enterprise-level platforms including Google Dialogflow for full-stack development and deployment of chatbot experiences; leveraging capabilities of NLP platforms - Amazon Lex and Nuance - including intent parsing, named entity recognition, and entitlement checks, to improve comprehension and personalization.
- DE working with content strategy and testing to create human-sounding conversational content for chatbot responses featuring personalization, acknowledgments, expectation management, small talk, fallback and error messaging to enhance user satisfaction; wireframing, prototyping, conducting research and UX testing using Figma, Adobe XD, and Voiceflow.
- DE performing data analysis to update product strategy by using data analytics tools including Tableau, Adobe Analytics, and Dashbot to uncover insights, identify gaps, inform iterative chatbot improvements and define product development roadmaps designed to support continuous improvement; working in agile development model, defining metrics and KPIs to track progress towards goals for innovation and continuous improvement.
Salary: $155,688.00 - $162,200.00 /year.
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Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.