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Because you belong at Twilio.

The Who, What, Why and Where

Twilio is growing rapidly and is seeking a Content Designer to own the creation, evaluation, and development of content for Flex - the world’s first programmable contact centre - enabling administrators, supervisors, and agents to efficiently execute increasingly crucial roles as contactless customer service providers. In this role, you will form creative partnerships with Product Designers and work within multidisciplinary teams to discover, execute, and iterate a first-class user experience. You will take responsibility for the clarity and consistency of the content within Flex and have the opportunity to shape the product’s tone and style. The ideal candidate will be an advocate for user-centred and evidence-based content creation, a professional writer with the attention and mindset to work on both interaction detail and holistic product content strategy, and a subject matter expert respected by UX, Research, Engineering, Product, and Go To Market colleagues.

Who?

Twilio is seeking a Content Designer who:

  • Has a proven, user-centred process that comprises: user research, product content strategy, independent and pair writing, prototyping, soliciting and offering feedback, advocating for clarity, and communicating effectively with stakeholders.
  • Can share work that demonstrates strong strategic thinking, attention to clarity and consistency, and an understanding of evidence-based and user-centred Content Design methodologies.
  • Can demonstrate advocacy for and experience of systematic Content Design that considers both target user needs and continuity with the wider product suite, including working with and developing style guides and content patterns.
  • Has experience working alongside Product Designers or as part of a product development team in an enterprise or fast-paced agile environment.
  • 4+ years of industry experience and a related degree, or equivalent experience in UX Writing, Content Design, Service or Product Design, Website or Content Management or similar writing-focused discipline.

What?

As a Content Designer on the Flex team, you will live our Twilio Values, and be able to:

  • Wear the Customer’s Shoes: Engage with our customers and product teams to understand user needs, and design content that empowers users while cultivating customer trust. Take care to ensure customer problems are precisely articulated and guide team members and stakeholders to interrogate a problem’s evidence with honesty and rigour.
  • Be an Owner + Draw the Owl: Identify and act upon opportunities to improve processes, deliver value to our users, and work more effectively with cross-functional teams. Be accountable for the timely delivery of high-quality regular project work while contributing to strategic, long-term initiatives that will develop Content Design as a discrete UX discipline.
  • Ruthlessly Prioritize: Work closely with Product Design and Product Management teams, in an agile environment, to solve the most important customer problems effectively and efficiently. Break down complex problems and thoughtfully iterate content alongside design from “minimum lovable” to mature, best-in-class user experiences.
  • Empower Others + Don’t Settle: Collaborate with Product Designers, providing constructive and clear guidance that helps improve their content creation skills, in turn shaping their work. Advocate for more efficient processes and higher standards across the UX organization.
  • No Shenanigans + Be Inclusive: Remain open, transparent, and inclusive while sharing work at various stages of the process. Consistently invite and offer diverse (and potentially contrary) input and feedback with empathy and humility.

Why?

Twilio is powering the future of communications. As part of this mission, Flex is fulfilling a critical role in the rapidly changing communications and customer service industry, providing Twilio customers with a cloud-based, programmable contact centre solution that can be customized to meet their needs and the needs of their customers. The Flex team is working with other business units at Twilio to craft the contact centre experience of tomorrow, enabling agents to switch seamlessly and efficiently between communications channels, meeting the customer in need wherever they are, however they want to make contact.

We recognize that clear, concise, consistent content must be an integral part of our programmable application product suite. Our goal is to continue maturing Content Design as a discipline, recognizing the value that content specialists bring to product development at every stage of the process. We have already established Content Design as an equal creative partner to Product Design, and this role will build on that, working across teams within the Product and UX organisations to advocate tirelessly for the user and evidence-based decision making.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in London. We are a team that believes in remote working and remote-friendly practices, and we are distributed across three continents. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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