Experience Design has recently stood up a new team of Experience Writers who are responsible for creating content that will help guide our customers through our BestBuy.com and native application experiences. The Senior Manager, Experience Writing will be leading this newly created team of Experience Writers to dig in and understand the needs of the team and the right engagement model for how we might provide tactical support vs where we need more strategic and holistic storytelling across our digital channels. There are ~50 cross-functional product teams across our digital experiences that will be supported by this team. This role will work in partnership with research, design, product teams, experience and customer strategists, and stakeholders across the organization. The Senior Manager leads and assists in discovering, defining, and delivering experiential content and conversations customers will have with Best Buy.
This role is an advocate for customers and employees, a creative problem solver, and a leader who can collaborate across teams and disciplines to influence with and without authority.
As a representative of the Customer Office in the organization, the Senior Manager, Experience Writing will keep their teams accountable to long-term strategy by way of iterative product design and content development.
Key Responsibilities:
Lead, coach, and inspire a team of Experience Writers in the three core HCD Competencies: Research, Strategy, & Communication
Oversee the performance, development and growth of individual contributors and inspire them to pursue excellence
Work with team members, peers, and cross-functional research, design, and product partners to balance workloads across individuals and teams
Build alignment and strong relationships with executives, leaders, and teams across the Experience Team, and Customer Office
Drive the delivery of successful product key results through the most effective outputs (e.g. content strategy, strategic briefs, guiding principles)
Help team members craft compelling stories that carry the experience vision through iterative product design and content strategy
Set a standard of excellence in team actions, outcomes, and deliverables
Participate in an Experience Design team culture that embodies the Best Buy values by showing respect, humility & integrity, unleashing the power of our people, having fun while being the best, and learning from challenge & change
Advocate for customer and employee needs in every interaction
Minimum Requirements:
2 or more years of experience in a manager role, or 8 or more years in another experience writing, or content strategy-related role
Demonstrated experience in envisioning, defining, and modeling end-to-end, multichannel customer content strategy
Demonstrated experience in developing foundational elements (ie: style guides, content libraries) for bringing the conversation with customers to life through iterative product design and development
Demonstrated experience in helping individuals and organizations understand and embrace the value of experience writing and how to engage
Portfolio of work that demonstrates:
knowledge and skill in experience writing
generating experience insights and/or applying customer insights identified from research and other customer signals from search, digital, and social data
