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Do you really want to delete project Style Guide?
Do you really want to delete project Songkick Travel ?
My name's Elliot, and I've spent the past 7 years working on Songkick's frontline, carving out an engaging and memorable user experience and brand identity for our global community of fans and artists.Locked Pro Plan feature
This is a design role which sits across product and brand. Within the Songkick ecosystem there is a product experience and brand experience which combine to provide the overall Songkick customer experience for fans and artists. Product experience: The UX of the Songkick digital products. This experience encompasses the brand and design principles within the digital interaction design of the products. Brand experience: The perception of what Songkick means to people; fan first, trustworthy, trying to change the industry, close knit community of music lovers etc. Role and Responsibilities Songkick Tone of Voice: Own the Songkick copy style-guide which forms part of the broader Songkick design framework. Applying the Songkick brand across customer journeys: within the products it is important that the user journeys ‘feel Songkick’, as defined by our design and brand framework. Working within the product teams and relevant parts of the organisation to deliver delightful customer experiences across Songkick which encompass the qualities of the brand. Communicating product improvements to fans; as new features are released, these need communicating to fans via the most suitable and relevant channel and be on brand. Owning and developing brand initiatives with an eye to productising these where applicable. Pushing for brand centric initiatives in product roadmap prioritisation Developing the necessary artefacts to articulate proposed user experiences to solve customer problems which incorporate our brand values. For example, prototypes, sketches, animations, videos, presentations. Owning and writing humane, humorous, and lucid copy for the interfaces and interactions you design based on the style guide. Platform / technology agnostic; design digital solutions on any platform including offline and physically tangible experiences. Advocating for customer centricity across everything within the organisation.
- Writing clear, consistent and concise user-interface content, emails, notifications, and product tours. - Supporting a cohesive brand story across the entire ecosystem of product offerings, making Songkick a consistent, recognisable, engaging and trustworthy home for artists and fans. - Collaborating with designers, product managers, and engineers to deliver compelling UX solutions. - Acting as a subject matter expert to present and rationalize copy solution to stakeholders through best practices and testing. - Leveraging data and research to evaluate content’s impact with the goal of increasing user engagement and optimising conversions through testing. - Approaching messaging through a global lens to deliver optimum experiences for different markets. - Creating and maintaining the style guidelines which document evolving product, brand, and voice/tone standards. - Coaching stakeholders as required and championing (or policing) the guidelines I've developed. - Managing and evolving brand initiatives such as Songkick Sessions and the Oval Space Cinema takeover.
- Managing Songkick’s UK support team of up to 7 people, overseeing day-to-day operations relating to product feedback, user experience, artist and promoter ticket sales, community growth and data quality. - Managing the support queue, monitoring response times and leading the case QA, striving to position Songkick as ticket industry leaders for customer support. - Planning for and successfully handling extreme spikes in demand, such as the advance sale for Adele's World Tour. - Developing, documenting and enforcing Songkick’s tone of voice as human, fresh and energetic across all frontline comms. - Monitoring support health, reporting on weekly metrics and reacting to trends and issues. - Being the cheerleader for the department's achievements on Slack, email and at company meetings. - Managing team health, running weekly 1:1s checking in on happiness, career development, project progress and roadblocks. - Managing hiring and championing a highly successful internship programme, helping to develop fresh graduates and utilising the programme as a valuable hiring pool. - Overseeing the department’s onboarding process, ensuring that new hires understand the Songkick landscape, are in tune with our goals and principles from day one, and are being trained thoroughly and developing in-line with expectations. - Championing the Songkick user within the organisation, holding other departments to account to ensure the best possible user experience is delivered. - Conceiving, managing and delivering Songkick brand initiatives: --- Songkick Sessions - inviting Songkick users to the office for free live performances from bands such as Whitney, Clap Your Hands Say Yeah and Julia Jacklin. --- Oval Space Cinema Takeover - taking up an annual residency at East London venue Oval Space, screening live music documentaries and inviting Songkick users. Personally chairing live Q&As with directors, producers, artists and band managers.
- Working in Songkick’s customer support team, on the front-line replying to users and customers in Desk. - Writing FAQs and macros, identifying opportunities to deflect cases and assisting with the management of the support queue to meet our response time targets. - Taking a leading role in the way Songkick is perceived externally - working closely with the head of the department to build Songkick’s support presence from the ground up. Recognising that every interaction is an opportunity to impress, engage and grow Songkick’s user base. - Managing Songkick’s social media presence - creating, scheduling and optimising content, writing and building engaging blog posts and resonate and reinforce the Songkick brand. - Managing Songkick’s intern programme, leading on on boarding, training and development of new hires. - Representing customer support within product teams - attending standups, retrospectives and prioritisation meetings, holding the torch for the Songkick user and the goals of the support team. - Initiating and managing Songkick events - product launches, company parties, jobs fairs, documentary screenings, live sessions. - Developing expertise and becoming the go-to person for product, usability and data knowledge. Documenting internal FAQs to help scale knowledge sharing as the team grows. - Championing and initiating initiatives to add value to the Songkick experience - such as set times emails, post-show emails, ticket competitions and swag giveaways. - Designing, writing and building bespoke brand emails in HTML and CSS. - Assisting in the execution of user research sessions. - Utilising Songkick’s Show & Tell meeting to demonstrate the value of the customer support department to the wider company. - Being a standard-bearer for Songkick’s support team. Leading by example in efforts to improve our response times and customer ratings, and in pre-empting problems to reduce caseload.