Job Description
Why UKG
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
Role Overview
The Customer Experience Intelligence (CXI) team supports Customer Success through proactive, data-driven content that drives adoption, retention, and measurable customer value.
As a Content Producer, you will create structured, customer-specific insight materials and communication templates that enable Customer Success Managers to deliver clear, strategic engagement. This role focuses on synthesizing customer data, performance signals, and lifecycle insights into executive-ready business reviews, value narratives, and repeatable communication frameworks.
This is a hands-on creation role requiring strong analytical thinking, exceptional writing skills, and operational discipline. You will produce high-quality content at scale within standardized systems, while identifying opportunities to streamline workflows through automation and AI.
Key Responsibilities
Customer Insight & Business Review Content
Create quarterly business reviews, value insight decks, adoption summaries, and performance narratives for assigned accounts
Analyze dashboards and usage data to identify trends, risks, and growth opportunities
Translate quantitative insights into concise, executive-ready messaging
Ensure clarity, accuracy, and consistency across high-volume deliverables
CSM Communication & Interaction Templates
Draft customer-facing email templates and engagement scripts on behalf of Customer Success Managers
Create structured communication frameworks for common lifecycle moments, including onboarding, adoption nudges, performance updates, and risk mitigation
Tailor messaging to reflect customer-specific goals and signals
Maintain professional tone, precision, and executive-level clarity
Template-Based Production & Operational Excellence
Work within standardized templates and playbooks to produce repeatable, scalable materials
Manage timelines across multiple accounts and deliverables
Maintain strong attention to detail and quality control
Continuously refine templates based on feedback and usage to improve clarity and usability
Collaborate with Customer Success Managers to identify additional content needs
Insight Synthesis & Signal Translation
Distill complex dashboards into clear business impact narratives
Highlight measurable outcomes and value realization
Support Customer Success with structured talking points and data-backed messaging
Automation & Scalable Content Systems
Identify opportunities to reduce manual effort in repetitive content creation workflows
Leverage AI tools to support drafting, summarization, insight synthesis, and consistency
Contribute to building structured content systems that enable partial automation and reuse
Partner with CXI leadership to evolve templates and processes for greater efficiency at scale
Success Outcomes
Business reviews and insight decks are clear, structured, and executive-ready
Customer communications are concise, professional, and aligned to measurable impact
CSMs feel confident and well-prepared in customer conversations
High-volume deliverables are produced accurately and on time
Repetitive workflows become more efficient through thoughtful automation and process improvement
Required Qualifications
3–6+ years of experience in content creation, customer success support, enablement, or analytical communication roles
Exceptional writing and editing skills, with the ability to communicate complex insights clearly and concisely
Strong verbal communication skills and ability to collaborate closely with Customer Success Managers
Demonstrated ability to interpret dashboards and synthesize quantitative data into structured narratives
Experience creating executive-facing slide decks or business review materials
High attention to detail and comfort working within standardized templates
Preferred Qualifications
Experience in SaaS or Customer Success environments
Familiarity with adoption, retention, and customer health metrics
Experience working with BI dashboards or analytics platforms
Practical experience using AI tools to streamline content creation or workflow efficiency
Soft Skills
Clear, precise communicator
Analytical and structured thinker
Detail-oriented and process disciplined
Comfortable with structured, repeatable work
Collaborative partner to Customer Success teams
Improvement-minded, with curiosity about automation and scalability
Company Overview
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [Confidential Information]
