Content Experience Strategist

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AppleCare Digital crafts alluring digital content and experiences to help people get the most out of their Apple products.

We make it easy for everyone to learn about, use, and maintain all of their Apple software and hardware.

We’re looking for a top-tier Content Strategist to own the transformation of our content for use with LLMs and other AI-related systems.

The ideal candidate has a track record of crafting compelling digital experiences and articulating a strategy based on data and research.

You’re familiar with building content frameworks that are optimized for LLMs. You work well on a cross-functional team, advocate for your ideas, and can influence without control.

You know that while LLMs are powerful, human creativity and insights are essential.

Description

As LLMs continue to evolve, optimizing content for their consumption becomes increasingly meaningful. In this role, you’ll form and drive AppleCare Digital’s LLM content strategy.

You’ll apply your understanding of internal and third-party LLM functionalities with authoring standard processes. You’ll track content performance in LLMs to identify areas for improvement and experiment with formats and styles to decide what works best.

Additional responsibilities include :

• Work cross-functionally with Content Development, UX, and Business Insights to ensure content aligns with our org’s business objectives and user needs.
• Reinvent and pilot new content formats and frameworks to improve Customer and Advisor content experiences.
• Make content optimization and authoring standards recommendations, then support change management and governance.
• Combine data analysis and creative thinking to optimize content, synthesizing requests and inputs from a variety of sources.
• Review generative answers derived from support content and validate technical accuracy, finding ways to improve content from a design and technical perspective for AI and user consumption.
• Lead conversations with partners to find consensus and build timelines for content creation and change.
• Keep up-to-date with emerging trends in ML, content strategy, and customer experience to continually bring fresh ideas and strategies to the team.

Minimum Qualifications

• Bachelors Degree or equivalent work experience required
• Experience using key metrics and research to make decisions
• Familiarity with Large Language Models (LLMs)
• Experience influencing partners, driving consensus, and completing projects with a cross-functional team
• Ability to thrive in high pressure environments, under tight timelines, while maintaining a strong attention to detail

Preferred Qualifications

• Masters Preferred
• Experience with technical support and troubleshooting content
• Knowledge of evolving technologies and their impact on content
• Experience working with Retrieval Augmented Generation is a plus

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about your EEO rights as an applicant.

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