Content Strategist III (6204)

itD is seeking a Content Strategist III to help shape and improve the support experience for millions of WhatsApp users worldwide. This role will drive content strategy initiatives that enhance customer support experiences, optimize Generative AI-powered content, and improve chatbot performance through data-driven analysis and content refinement. The ideal candidate will bring expertise in content strategy, technical writing, user support content, and Generative AI content development, with a proven ability to deliver impactful customer-facing content solutions.

• →Conduct root cause analyses (RCAs) on user support tickets to identify chatbot content issues, replicate problems, and determine root causes.
• →Analyze data and user feedback to assess issue prevalence, impact, and opportunities for content improvements.
• →Resolve content-related issues through content updates, prompt engineering, and index optimization for AI-powered support experiences.
• →Triage and escalate issues related to engineering systems, retrieval mechanisms, response generation, or platform functionality with clear documentation.
• →Test and validate chatbot performance after content updates to ensure issue resolution and a high-quality user experience.
• →Write, edit, and optimize Help Center articles, customer support responses, and AI-enablement content aligned with content strategy best practices.
• →Collaborate with Product, Engineering, Operations, and Support teams to create clear, empathetic, and effective support content.
• →Apply and maintain content standards, editorial guidelines, and best practices across customer-facing support experiences.
• →Manage multiple projects simultaneously while balancing competing priorities and adapting to evolving business needs.
• →Identify workflow improvements and provide recommendations to enhance content processes, tooling, and operational efficiency.

• →Attend regular internal practice community meetings.
• →Collaborate with your itD practice team on industry thought leadership.
• →Complete client case studies and learning material (blogs, media material).
• →Build out material to contribute to the Digital Transformation practice.
• →Attend internal itD networking events (in person and virtual).
• →Work with leadership on career fast-track opportunities.

• Bachelor’s degree in English, Communications, or a related field (or equivalent international qualification).
• 2+ years of experience in content strategy, technical writing, or related content-focused roles.
• 6+ months of experience developing content for Generative AI applications.
• Experience writing online help content, customer support documentation, and user-facing content for mobile applications or social media platforms.
• Demonstrated ability to evaluate complex content issues and exercise strong editorial judgment.
• Experience with Content Management Systems (CMS).
• Experience using project management tools to manage deliverables and deadlines.
• Strong written communication, content development, and editing skills.
• Ability to conduct root cause analysis and troubleshoot content-related user experience issues.

• Experience managing projects in fast-paced, ambiguous environments.
• Familiarity with data analysis and reporting tools.
• Experience with XML editing.
• Experience working with AI tools and prompt engineering techniques.
• Experience debugging user-facing product issues.
• Basic experience with data querying, scripting, or analytical tools to assess issue impact and prevalence.
• Experience supporting AI-powered customer support platforms or chatbot experiences.

• Bachelor’s degree in English, Communications, Journalism, Technical Writing, or a related field, or equivalent work experience.