As a Platform Specialist you will report into the Platform Lead, you are a content management expert of platform content across our website, app and customer service guidance. You are expected to be at the forefront of the platform, managing delivery of content for new product launches, improvements to existing product content and enhancements that improve owner experience across each platform. Being up to date with all functionalities, creating guides on how to use our owner content platform(s) effectively, and being accountable for training the platform out to new users.
Original content designing, authoring, creation and build is a key part of the role, where you will become a Dyson product expert working closely with senior stakeholders such as the Quality & Reliability Manager, Design Manager from Research, Design and Development (RDD), Product Owners across channels such as .com and app, Experience teams and Commercial Managers to attain a deep understanding of how our owner content platform can offer the best possible experience to support owners and our customer service teams globally.
You will also work alongside Dyson’s appointed content outsourcing partner, Hogarth Worldwide (HWW) to support with content related activities and projects.
Using your platform expertise, you will consult and collaborate with these stakeholders to design, shape and write end-to-end owner support experiences to deliver a world class owner content. Making sure new Platform capabilities are part and parcel of the content build (e.g. self-service owner content, optimised content for website search capability and content built to function with connected Dyson products).
When leading content deliverables for app, web and customer service agent guides for new product launches, you will take ownership of hypercare of product content, ensuring that post launch changes from market teams, experience designers, customer service, Aftersales and RDD teams are captured and mapped into the owner support platform following feedback from customers and business stakeholders.
You will also be working closely with IT teams to carry out business validation testing for new owner support features ahead of deployment into our production system, validating that the new features work as expected post deployment without affecting any of the current platform features.
There will also be a requirement to work with cross-functional and global teams across a wide range of languages, where we collaborate with teams globally to support in localisation of our content ahead of each product launch.
3+ years experience working with content management systems
Excellent understanding of issues affecting owner experience
Exceptional Dyson product knowledge
Creative in both problem solving and enhancing support content with new ideas
Ability to manage and deliver multiple projects with changing timelines
Confidence in leading deliverables, and other people to delivery
Strong understanding of Google/Adobe analytics, Microsoft Office and Adobe Illustrator/Photoshop
Excellent written and verbal communication skills, with a professional approach
Ability to prioritise effectively, with a drive for results
Self-motivated, proactive and an exceptional team player
Attention to detail and quality to their work
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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.