Creative Director, Content Strategy

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Digital Experience Design team (DXD) is at the convergence of technological innovation, creativity, and opportunity at Comcast. We believe in the magical blend of art and science to create imaginative ideas, products, and services. With an entrepreneurial and collaborative approach, we craft omnichannel digital services and applications that deliver results for our business partners. We’re a team focused on digital experiences for our customers that are intuitive, innovative, and seamless. We are looking for builders and impactful leaders who value accountability in creativity with breakthrough digital solutions that effectively attract and retain Xfinity customers.

This role is obsessed with the customer experience and crafting the content that keeps them front and center while delivering on the business needs. With a focus on the overall brand voice and tone, delivering innovative experience and content for Xfinity.com, and intuitive IVR and Xfinity’s Virtual Assistant “XA” content flows. This person will be someone who can flex between content strategy and vision work within the context of conversation; creating training, guidelines, and standards; and reviewing and providing feedback to the team.

Job Description

Core Responsibilities

• Oversee a team of UX writers and conversation designers, understanding their strengths and weaknesses.  
• Collaborate closely with UX design stakeholders from conception to delivery of all requests.  
• Form seamless partnerships with key stakeholder groups, including marketing, sales, brand, business units, and product owners.  
• Approach all work with a content strategy lens, starting with the "why" of the request, assessing business and customer needs, and providing constructive feedback when necessary.  
• Manage resources across multiple project verticals in collaboration with the PM team.  
• Ensure all content meets technical delivery specifications and is in the appropriate format for distribution.  
• Manage strategic copy testing initiatives and track performance metrics.  
• Develop processes to ensure copy is inclusive and accessible. 
• Manages UX writing responsibilities for the Dotcom design team, providing written guidance and updates as needed.  
• Leads and motivates a team dedicated to content creation for Comcast’s digital and mobile products, ensuring adherence to guidance and industry best practices.  
• Conducts content-first or content strategy exercises as necessary for strategic project approaches.  
• Provides feedback, edits contributed content, and empowers peer reviews within the UX copy team.  
• Manages UX copy staff, including contractors and full-time employees, overseeing processes such as interviewing, hiring, onboarding, and people management in collaboration with leadership. Additionally, provides guidance for the professional growth of team members. 
• Acts as an individual contributor, willingly rolling up sleeves for UX copy and conversational design (IVR & Virtual Assistant) when needed.  
• Serves as a liaison and manager-level spokesperson with stakeholders, product owners, and senior staff.  
• Maintains high-quality standards, whilst ensuring the creation of innovative, on-brand copy. 
• Keeps abreast of industry trends, technologies, and creative best practices.  
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic