Customer Insights Analyst

Get to know the Team:

We are undergoing a transformation with the goal of relaying consumer insight into action via a “Digital First” outserve strategy, that empowers consumers, streamlines operations, grows sales and builds the brand. As such, we are seeking skilled writers and developers to create an engaging, relevant, intuitive, end-to-end content experience for our consumers. As a Content Developer, you will collaborate with Grabbers across the organization, championing for and creating customer-centric content and journey that helps our drivers and passengers get the most out of our products. The ideal candidate is an accomplished writer, content guru, and developer with a passion for building a web-based, self-serve, consumer help experience. Please share work samples that demonstrate your capabilities and any supporting data showing you know how to deliver results for customers. Join our amazing team as a Content Developer and help us build pure awesomeness!

Get to know the Role:

- Guide our drivers and passengers in using our products
- Manage service inquiries and disputes arising from our drivers and passengers
- Provide excellent customer service to our customer base
- Maintain good relationships and community building efforts with drivers and passengers

The day-to-day activities:

- Document platform feature and functionality requirements needed to facilitate the process and operational improvements

- Manage content creation, publishing, translation, standards, guidelines, principles, maintenance and reusability methodologies

- Utilize customer feedback channels and web analytics to identify and improve gaps in content and experience

- Create content including how-to articles, videos, forms, answers, templates and other various assets used to serve our consumers

- Collaborate inter-departmentally to help drive web content improvements including creation, design, features, and presentation

- Work with product, marketing, engineering, design, and customer experience groups to build a contextual, intuitive, relevant self-serve experience

The must haves:

- Bachelor’s Degree or the equivalent in English, Writing, Communications, Technical or a related discipline

- 3+ years experience with basic HTML and web publishing, CMS, CRM and a web-based Help Centre platform

- Web content creation, maintenance, and publishing experience

- Strong knowledge of web-based user experience design principles

- Skilled in writing clear, relevant, intuitive, concise self-serve content

- Working experience and familiarity with web-based authoring tools

- Ability to manage multiple projects and tasks, drive projects with aggressive timelines, and work flexible non-standard hours

- Self-starter, technically competent, quick learner, problem solver, data driven, passionate professional with strong interpersonal, cross-team collaboration and communication skills

- Proficiency in Microsoft Office applications