Content Experience Designer, Knowledge Program

About The Role

We're building a new way to create support content at Uber - one that's modular, agent-friendly, and AI-ready. We're looking for Content Experience Designers, Knowledge Program who can transform complex operational knowledge into clear, structured, beautifully designed content that helps agents resolve issues faster.

This is a hands-on builder role. You'll work with AI tools to accelerate content creation, apply structured design patterns, and collaborate with subject matter experts to ensure accuracy. If you love turning messy information into elegant, usable content - and you're excited about working at the intersection of design, technology, and customer experience - this role is for you.

What The Candidate Will Do

Build & Transform Content

• Transform legacy knowledge content into modular, action-oriented formats using AI-assisted workflows
• Create production-ready HTML content following our design system and content architecture standards
• Apply semantic structure and metadata to enable search optimization and AI discoverability
• Build decision trees, step-by-step guides, and reference materials that agents can use quickly and confidently

Ensure Quality & Consistency

• Conduct quality audits to ensure content accuracy, design compliance, and brand consistency
• Follow established templates, component patterns, and style guidelines
• Identify opportunities to improve standards, templates, and reusable content blocks
• Maintain documentation and version control for content assets

Collaborate & Communicate

• Partner with subject matter experts (SMEs) to validate content accuracy and complete reviews within SLA
• Work closely with the content strategy team to prioritize high-impact content
• Coordinate with program teams to understand policy changes and update content accordingly
• Contribute to team rituals, feedback loops, and continuous improvement initiatives

Basic Qualifications

• 3+ years of experience in content design, UX writing, technical writing, or a related field
• Strong HTML and CSS skills - you should be comfortable hand-coding content with inline styles
• Experience working within design systems, style guides, or component libraries
• Demonstrated ability to structure complex information into clear, scannable formats
• Excellent attention to detail and commitment to quality
• Strong written and verbal communication skills

Preferred Qualifications

• Experience with AI-assisted writing or content tools (e.g., ChatGPT, Gemini, Claude, Cursor)
• Familiarity with knowledge management, customer support, or help center content
• Experience with content management systems (CMS)
• Understanding of SEO, metadata, or content taxonomy
• Background in information architecture or content strategy
• Comfort with JSON or structured data formats

Key skills/competency

• Content Design
• UX Writing
• Technical Writing
• HTML/CSS
• Design Systems
• Content Architecture
• AI Tools
• Knowledge Management
• Customer Support
• Information Architecture