Knowledge Architect

The Walt Disney Company • San Antonio, TX

5d

About The Position

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 Company’s 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. You’ll 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. You’ll also govern our content modeling strategy to ensure articles are organized and easy to find for internal users. On the day-to-day, you’ll 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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees