The Customer Experience (CX) Technical Writer is responsible for developing and maintaining clear, structured work instructions and workflow documentation that guide frontline employees through complex customer interactions. This role translates product, system, benefit, and operational requirements into decision-based workflows and process documentation designed for real-time use within CRM and knowledge management platforms.
Working cross-functionally with Customer Experience, Product, Technology, and Operations, the CX Technical Writer ensures documentation is accurate, consistent, and aligned with frontline workflows, call handling processes, and regulatory requirements. The role supports content lifecycle management, continuous improvement efforts, and the development of scalable knowledge assets that enhance service delivery, employee performance, and operational efficiency.

Job Duties/Responsibilities:

• Translate product, benefit, technical, and operational requirements into clear, task-based work instructions for customer experience teams
• Rewrite, optimize, and maintain work instructions, incorporating dynamic workflows for real-time use during customer interactions
• Design and maintain decision-based workflows (e.g., decision trees, branching scenarios) that guide frontline employees through complex service scenarios
• Ensure workflows align with call flows, frontline behaviors, and real-world use cases
• Partner with internal stakeholders to understand product features, benefits, and operational updates and reflect them in documentation
• Collaborate with Knowledge Management to maintain content structure, tagging, searchability, and lifecycle (creation, updates, archiving)
• Integrate work instructions into training materials, performance support tools, and CX learning strategies
• Establish and maintain documentation standards aligned with branding, style guidelines, and governance practices
• Continuously update content to reflect system enhancements, regulatory changes, and business process updates
• Incorporate feedback from Quality audits, leadership, and frontline employees to improve effectiveness
• Contribute to building and maintaining a centralized, scalable, and AI-ready knowledge base
• Support business needs with timely delivery of accurate, high-quality documentation
• Drive documentation strategies that support improved first call resolution (FCR), reduced handle time (AHT), and faster onboarding

Job Requirements:

Experience:
• Required:

• 5+ years of experience in technical writing, process documentation, or content management in a complex environment
• Experience in Medicare, Medicare Advantage, or a regulated healthcare/health plan setting
• Experience supporting customer experience or contact center operations
• Demonstrated experience creating structured work instructions, workflows, and process documentation

• Preferred:

• Portfolio showcasing technical writing and workflow-based documentation
• Experience working with content management platforms (e.g., Confluence or similar tools)
• Experience managing multiple projects and deadlines in fast-paced environments

Education:
• Required:

• Bachelor's degree in Technical Writing, Communications, English, Business, Information Systems, or a related field.

• Preferred: MBA

Specialized Skills:
• Required:

• Strong technical writing skills with emphasis on clarity, structure, and usability
• Ability to translate complex product, policy, and operational requirements into actionable guidance
• Proficiency designing structured workflows, including decision trees and conditional logic
• Strong attention to detail with ability to identify inconsistencies, gaps, and risks
• Understanding of customer experience workflows and real-time service environments

• Preferred:

• Knowledge of adult learning principles and instructional design concepts
• Strong collaboration and stakeholder management skills
• Problem-solving and critical thinking skills
• Ability to work independently and manage competing priorities

Licensure:
• Required: None
• Preferred:

Other:
• Required: None

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $64,384.00 - $96,577.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.