Publix Super Markets, Inc.
UX Content Designer, Customer Care & Social Media (Creative Design)
The purpose of this position is to help define the strategy and optimize the customer and associate experience across Customer Care and Social Media communication (CCSM) channels. This role will partner with cross-functional teams including vendors and associates in CCSM, Public Affairs, Publix Technology, Telecom, Marketing and Retail Business Units to translate customer needs into resources, conversations and contextualized self-service solutions using AI chatbot and IVR. Additionally, the UX content designer will develop a mastery of systems utilized by CCSM associates, perform in-depth research about their experience, usability, adoption, and develop strategies to maximize the value of the platforms both for customers and associates. The responsibilities listed are not intended to be all-inclusive and additional responsibilities may be assigned as needed.
Additional responsibilities include: