Senior Content Designer - Delivery Experience (DEX)

Chewy is dedicated to being the most trusted and convenient online destination for pet parents (and partners), everywhere. On the Product Design and Research team, we embrace this vision (and our pets!). We craft experiences that aim to delight customers (and the businesses and veterinarians that support them) and empower them to keep their pets happy and healthy. Our team of hard-working, collaborative, and fun-loving designers, content designers, researchers, and builders are looking for creative and driven talent to join the pack.

We are seeking a Senior Content Designer to join the Chewy Content Design team. This person will own the post-purchase experience of receiving a shipment from Chewy. They will be a voice for the brand when things go wrong due to weather or fulfillment center issues. This role has a big focus on notifications (push notifications, in-app notifications, and emails). Additionally, it will involve a lot of collaboration with our customer service and supply chain teams. The ideal candidate will be an excellent design thinker, writer and editor who uses content to translate customer and business need into well-crafted products. You know how to shape the voice of a product and deliver content that enables pet parents to accomplish their goals in the most elegant and enjoyable way possible

Chewy’s Content Design team uses content to solve problems and create a cohesive experience across the entire Chewy ecosystem. As a content designer at Chewy, you will help pet parents find just the right toys, food, and medicine to help keep them happy and healthy. You will support pet parents who are looking for their next pet, buying an insurance plan or using veterinary telemedicine. You will also contribute directly to content design documentation and processes to take Chewy’s content to the next level.

What You'll Do:

• Transform customer and business objectives into compelling products that have purpose, and simplicity, and are feasible to build.
• Manage the content design process for your projects from end to end: Discovery and concept ideation, flows and proto-content, and full-fidelity
• designs.
• Drive content-specific deliverables for a specific challenge, such as content audits, messaging frameworks, and dynamic copy solutions.
• Develop multiple solutions for a specific challenge that can be delivered across a range of products, platforms, and devices with a bias for action and
• crisp prioritization.
• Collaborate with business stakeholders, product managers, developers, content designers, user researchers, and product designers.
• Champion cohesion and consistency to unite a growing family of products.
• Clearly present your strategy, design process, inspiration, and decisions to stakeholders, including C-suite executives.
• Partner with a team of content designers to demonstrate the impact of content work and put engaging content that meets users’ needs at the center of
• the design process.
• Nurture Chewy’s culture and principles within your team and help grow the content design practice.

What You'll Need:

• 5+ years of professional experience with user experience writing, content strategy, content design, or similar
• 1+ years leading large-scale content initiatives across multiple customer touchpoints, such as user interface copy, email, and help content
• Deliver high-quality UI copy that delivered results and demonstrates the depth of your skills as a problem-solver and writer; illustrated in a portfolio or
• case studies
• Demonstrate understanding of when and how to use content design methods to define goals, write, document, and iterate on a copy
• Experience communicating and presenting complex problems clearly
• Evaluate the impact of content decisions on end users, business needs, and the overall product ecosystem
• Bachelor’s Degree (English, Communications, Design, or HCI preferred) or equivalent work experience within a related field
• The position may require travel.

Bonus:

• Record of accomplishment in delivering personalized, dynamic content for multiple audiences
• Experience testing and iterating on copy with user research methods or other testing methodologies
• Experience developing, adapting, and governing content guidelines, such as voice and tone guides
• Experience collaborating directly with designers using Figma

Deliver products and results

You use your expertise in user experience design methods to hone the details while keeping the entire product experience front and center. You plan your work and identify the right approach to any given design challenge, and you use customer outcomes and business metrics to hold yourself accountable. Your work demonstrates how you push the boundaries of design and product innovation.

Earn trust

You build trust across the team by helping others achieve their goals. Your constructive communication and collaboration style enables you to quickly build consensus and influence people across your team. 

Operate at Depth

You identify the underlying customer needs and business problems that are critical to a successful product. You use storytelling and facilitation to drive alignment. For any solution you propose, you can clearly articulate the pros and cons. Your judgment allows you to make smart trade-offs between time and effort to ensure the best possible outcome. 

Build High-Performing Teams

You model and mentor your peers to help us create a high-functioning team that is continuously learning and improving design delivery. You coach peers in design skills you mastered to continuously improve design quality and impact. When you see an issue, you act quickly to resolve or escalate it.

Chewy is committed to equal opportunity. We value and embrace the diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com. 

If you have a question regarding your application, please contact HR@chewy.com. 

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