Sr. Customer Experience (CX) Content and Communications Analyst

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. We connect consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to sexual health, hair care, mental health, skincare, primary care, and more. 

With products and services available across all 50 states and Washington, D.C., Hims & Hers is on a mission to help the world feel great through the power of better health.  We believe how you feel in your body and mind transforms how you show up in life. That’s why we’re building a future where nothing stands in the way of harnessing this power. We normalize health & wellness challenges—and innovate on their solutions—to make feeling happy and healthy easy to achieve. No two people are the same, so we provide access to personalized care designed for results. At our core, our mission is deeply personal—because we too are customers. 

In January 2021, the company was listed on the NYSE and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.

​​About the Role:

The Sr. Customer Experience (CX) Content and Communications Analyst will drive the development of customer support content including the customer-facing Help Center, messaging templates, and other internal knowledge documents. An expert with voice and style, this person will create engaging, professional, customer-centric content, possessing the ability to easily explain the most complex topics. They should work collaboratively with a shared vision but also have the experience to make recommendations on style, structure, and content. Their primary focus will be to curate the content that is necessary to support the broader Customer Experience (CX) team, and determine when and how that content should be prepared and delivered. The ideal candidate has a track record of driving enterprise-level content strategy and managing complex projects with multiple stakeholders and competing priorities. They will possess strong written & verbal communication skills and an ability to translate ambiguity and incomplete information into a colorful story. The ideal candidate is an expert content creator as well as operational leader who can enhance communication strategy and content management processes and outcomes.

You Will:

• Optimize and maintain customer-facing help center content to ensure effectiveness
• Ensure help center content is aligned with marketing and legal guidance 
• Facilitate regular review of internal CX content (including macros, knowledge base resources, etc) for accuracy and update when necessary
• Evaluate common customer questions and contact trends, collaborate with subject matter experts and create appropriate supporting content 
• Measure, track, and analyze success of content and communications and utilize insights to optimize efficiency and effectiveness of content
• Scope and own communication & content deliverables related to all changes impacting front-line teams, with support from CX Project Manager 
• Create and maintain project communication plans for launches and changes of all sizes to ensure the CX team is prepared
• Collaborate with training to ensure all information needed for builds ahead of launches is available and clear
• Use knowledge of learning styles to help deliver a variety of content types to ensure effective messaging
• Ensure updates are engaging and easily consumable for their intended audiences

You Have:

• A Bachelor’s degree 
• 5+ years experience in and/or supporting customer-facing teams, preferably in Customer Service, Knowledge Management, Enablement or similar 
• 2+ year experience managing multiple mid-to-large size projects concurrently
• 2+ experience in effectively determining the appropriate means of communicating changes to large, distributed teams
• Experience creating successful customer-facing and internal content experiences
• Skilled in using a variety of content types to reach a variety of learning styles
• Expert at using data, user research, and industry trends to inform content decisions
• Ability to balance attention to detail with efficient execution in a fast-paced environment with concurrent deadlines
• Excellent problem solving and proactive communication skills with a high attention to detail and quality
• Strong creative and technical writing skills
• Strong planning, organizational and time management skills and manage/adapt to changing priorities easily