Interaction Content Designer

About the Role

Base Location: Reading or Perth - this is a hybrid role working a minimum of two days a week from the office at the advertised location.

Salary: £29,200 - £43,800 + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

As an Interaction Content Designer, your role centres on creating content that facilitates user interaction, both conversational and beyond, aimed at boosting digital adoption and encouraging self-service among our business customers. Our goal is to streamline engagements through digital channels, delivering solutions that promote efficiency and ease while driving operational cost savings. These dialogues are designed to reflect our brand's voice, comply with industry regulations, and facilitate a shift towards digital-first interactions, enhancing customer autonomy and engagement.

Your key accountabilities will include:

1. Developing compelling, clear, and actionable content and dialogues that guide, educate, and inspire our users for managing their accounts and interactions with SSE Business Energy, addressing topics from energy efficiency and renewable options to billing and support.
2. Creating design documents, including interaction patterns, dialogue flows, scripts, and error-handling frameworks that enhance both text and voice interactions, optimizing the user experience across different interfaces.
3. Focusing on improving user engagement and Customer Satisfaction (CSAT) by optimizing designs, providing relevant and helpful information, and enhancing the overall user experience across all touchpoints.
4. Working closely with Product, VoC, and analytics teams to understand the effectiveness of dialogue paths, using insights to refine interactions, improve user satisfaction, and achieve strategic business goals.
5. Presenting ongoing results, trends, and improvements to stakeholders, providing a roadmap for ongoing enhancements.

What do I need?

To be considered for this role, we would love you to have:

1. Strong written and verbal communication skills, aligning conversation design concepts with company goals.
2. Collaborative experience working with cross-disciplinary teams in Agile settings to create superior user experiences.
3. Expertise in maintaining brand voice and adhering to regulatory requirements across dialogues and content.
4. Proficiency in web analytics, user feedback analysis, and developing self-serve content strategies to improve user engagement.
5. Skilled in UX/UI design tools (Figma, Adobe XD), content management systems (Contentful, WordPress), and A/B testing tools (Optimizely, UserTesting.com).

About our Business

The race to net zero is intensifying for businesses of all sizes. Sustainable decisions made today can meet customers' changing needs for tomorrow and bring long-term success for businesses. Part of SSE plc, the UK and Ireland's largest renewable electricity generator, SSE Energy Solutions is different as all its renewable electricity is sourced from SSE's own UK wind and hydro assets.

In addition to providing gas and electricity to businesses across the UK, SSE Energy Solutions invests in, builds, and connects localised flexible infrastructure to drive the long-term performance of energy assets. SSE Energy Solutions works with its customers to deliver financially robust plans to bring flexibility and diversity to their energy infrastructure - the low-carbon solutions they need to succeed in the race to net zero.

What's in it for you?

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.

As an equal opportunity employer, we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment, and upon joining SSE. Search for 'Inclusion & Diversity at SSE' to find out more.

Next Steps

All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Lynsey on 01738 340426.

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.