User Experience Lead in Alpharetta, Georgia | DiversityInc Careers

User Experience Lead

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.

With so many offerings, you have the opportunity to develop your career through a broad scope of engagements, mentoring and formal learning. That’s how we develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better working world for our people, for our clients and for our communities. Sound interesting? Well this is just the beginning. Because whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Job Summary:

Lead the development and implementation of an end user support experience that is aligned with customer preferences on how to get help and information to maximize value from EY technology solutions. Work closely with Product Owners to create a support experience that our people find intuitive and consistent across all internal technology offerings in EY Technology. Provide thought leadership and guidance with the technology vendors we partner with that provide support services. This includes how our global population finds help when technology issues occur, and when they want information on how to use our solutions to be more successful. Implement new and innovative multi-modal channels to provide ease of accessing information such as bots and virtual assistants; as well as modernize how content is presented--its simplicity and effectiveness. Work with Product Owners to ensure customer satisfaction for the support of their solutions is measurable and in good standing

Essential Functions of the Job:

  • Define and implement an end user support experience target and roadmap in collaboration with product owners focusing on optimizing content and its accessibility
  • Develop best practices for accessing support (break-fix and learning) based on multi-modal methods that align with user workstyles and preferences
  • Maximize the success of our people’s ability to find the information they need to help them get the most value of the technology solutions EY provides
  • Leverage data analysis, user research, benchmarking, and content audits to facilitate/inform content decisions and develop best practices for user support information access
  • Provide best practices and guidance for user support content and their channels to help product owners achieve their goal of ensuring users get the help and information they need in a frictionless way
  • Ensure that content inventories and audits are conducted to identify current and future content needs against key personas
  • Lead the development of content models, style guides, copy patterns, and information architecture
  • Understand and closely follow innovations in the consumer content/help space that should influence and impact the target user experience concepts developed
  • Research and implement new experiences for end user support including AI and conversational UI tools such as chat bots

Analytical/Decision Making Responsibilities:

The role requires a strong understanding of the desired end user support experience by ensuring the appropriate analysis of user feedback is performed to provide a balanced view of preferences. Must be able to strongly influence the communication execution process through direct feedback and Voice of Customer inputs. Facilitate the development of storyboards and other communication materials that tell the EY end user story to be used by Service Owners and their teams. The role requires consultative questioning, influence management, and critical thinking skills to understand a current directive and recommend viable concepts that are effective and drive business value.

Knowledge and Skills Requirements:
  • UX-focused content strategist, passionate about creating delightful user support experiences with a solid understanding of design and editorial processes
  • Experience or exposure to AI and conversational UI tools and approaches such as voice UI design, chat bot scripting, or similar
  • Maintains advanced interpersonal and stakeholder management skills to ensure strong collaboration and engagement from other IT and business teams
  • Projects strong consultative skill to conduct effective questioning and information-gathering engagements
  • Has the ability to hone in on key directives to formulate ideas and materials as well as present those ideas clearly and concisely to all levels of the organization.
  • Critical thinking skills and ability to creatively solve problems; Looks for ways to overcome challenges
  • Exceptional written and verbal communication skills
  • Write and edit copy (from links to full page articles to blogs) that will appear directly to end users.
  • Assist in the development and evangelism of a content/copywriting style guide.
  • Should be creative, have good layout skills, and some graphic design knowledge.
  • Should have strong information architecture skills.
  • Understanding of analytics (and other feedback channels) and performance improvement of content is important.
  • Maintains a comprehensive vision of the target User Experience for support services; understands how the IT Services processes and the operating environment impact it
  • Must be able to think strategically about the overall end user experience and understand and contribute to EUTX strategy and vision
  • Must be detail-oriented.
  • Must be self-motivated.
  • Able to deal with ambiguity.

Supervision Responsibilities:

The role will be assigned direct reports within Architecture and Design Engineering of the EUTX function in EY Technology. The role may require management skills inclusive of recommending staff and service providers for hire, setting individual and business objectives, reviewing accomplishments, coaching for success and counselling for improvement. Assigned reporting staff may be remote based and/or in a work from home setting that will require distance management skills across locations, cultures and time zones. The role itself is generally guided by the Architecture and Experience Engineering Leader.

Other Requirements:

The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues as well as travel to support change or planned project activities and to review global directives


Bachelor’s degree required in information design, marketing, journalism, mass communication, web design, or related field.


At least 10 years relevant work experience in digital content, web publishing, multi-media, or related industry. Experience in content and channel development specific to end user support preferred.