Knowledge Architect
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Job Location:
San Antonio, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Job Posting Title:
Knowledge ArchitectReq ID:
Job Description:
Disney Direct to Consumer (DTC) includes premium streaming services with Hulu a premium streaming service that offers premium originals current season TV a massive library of hit series and movies and live television and Disney is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars Marvel Pixar Disney and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team who will thrive upon the legacy of Disney and Hulu embrace unconventional thinking and who are passionate about contributing to The Walt Disney Companys direct-to-consumer (DTC) experience through strategic hard work and determination.
Job Summary:
The VX Knowledge Management & Partner Communications organization is seeking a Knowledge Architect who will be an essential addition to the continued success of support for our customers and agents.
As Knowledge Architect you will be responsible for overseeing the optimization and organization strategy for help articles across the Hulu and Disney internal knowledge base. Youll analyze and drive content audits developing overarching UX and Information Architecture knowledge to improve help articles to increase customer resolutions by our agents including optimizing content for pertinent Gen AI agent-assist tools. Youll also govern our content modeling strategy to ensure articles are organized and easy to find for internal users. On the day-to-day youll collaborate with a strong group of writers product specialists content strategists and analysts to understand service complexities incorporate customer insights into our optimization strategies and ensure we have the right information architecture to be agile and successful.
The ideal candidate for this role has a background in digital content and UX/UI design is skilled at working both tactically and strategically and has deep empathy for anyone who just wants to unwind with some trouble-free TV time. This is a versatile fast-paced position so flexibility empathy and strong collaboration skills are a must.
Responsibilities and Duties of the Role:
- Regularly synthesize and share content insights in order to advocate for the best user experience using data industry best practices and experimentation
- Support content audits with input from writing team and product specialists; develop KPIs and measure success
- Regularly analyze content performance and on-channel search terms to identify content gaps and opportunities to optimize low-performing and top-viewed content within our information architecture including optimization for Gen AI applications
- Organize monthly content optimization meetings to share insights and recommendations
- Contribute to content modeling strategy to ensure knowledge articles are categorized in an accurate and predictable manner both externally and internally including optimization for Gen AI applications
Required Qualifications:
- Bachelors Degree or equivalent related experience
- 3 years of experience in UX/UI design or information architecture
- Proven track record of managing content projects and leading teams in a fast-paced environment.
- Data-driven mindset with strong technical acumen; experience leveraging quantitative and qualitative data to analyze content
- Strong organizational and time-management skills with the ability to handle multiple projects simultaneously.
- Experience working with NICE Expert information architecture Airtable and SFMC or similar knowledge management database and CRM tools
- Excellent writing and editing skills with the ability to write in different styles and tones on behalf of a brand
- Strong collaboration and interpersonal skills with the ability to adjust communication style by audience
Preferred Qualifications:
- Experience with project management tools such as Airtable.
- Knowledge of UX writing and content design principles.
- Strong Understanding of DSS Products
- Experience with Salesforce and/or NICE tools.
Disability accommodation for employment applications
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position email with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow innovate create the best stories and be relevant in a constantly evolving world.
Job Posting Segment:
Direct to ConsumerJob Posting Primary Business:
Viewer ExperiencePrimary Job Posting Category:
Digital CopyEmployment Type:
Full timePrimary City State Region Postal Code:
San Antonio TX USAAlternate City State Region Postal Code:
Date Posted:
Required Experience:
Staff IC
