Senior Content Strategist (Contract)

Company Introduction

Coupang exists to realize customer wow. We know we are fulfilling our mission when customers say, "How did I live without Coupang?" With a sole obsession to make customers' shopping, dining, and overall lives more convenient, Coupang is leading innovation across the multi-billion dollar e-commerce industry. As one of the fastest-growing e-commerce companies, Coupang has established an unrivaled position and built customer trust within the domestic commerce industry.

Coupang prides itself on being a large-scale global listed company based on startup culture. This is our growth engine, allowing us to maintain the agility of our founding days while continuously launching new services and expanding our business. Every Coupang employee is given the opportunity to possess an entrepreneurial spirit and drive new innovations and initiatives. The boldness to dive into work without hesitation to achieve results is the very essence of how Coupang works. At Coupang, you will witness yourself, your colleagues, your team, and the entire company growing every single day.

Every Coupang employee is sincere about Coupang's mission to create the future of commerce. We solve customer problems, challenge traditional notions and common wisdom, and push beyond achievable limits. If you desire an amazing work experience in an always-on, high-tech, and hyper-connected world, join Coupang right now.

Job Introduction

A Content Strategist establishes content strategies spanning the UX across the Coupang app and services and improves the shopping experience through UX writing. From product discovery to purchase, they select the necessary information at customer touchpoints and plan and produce highly communicative content that can be understood easily and quickly. Additionally, they conduct consistent brand communication by defining writing principles, glossaries, content frameworks, and guides.

Furthermore, they play a leading role in expanding UX communication knowledge into the area of AI utilization. They build and improve behavioral guidelines, response formats, and quality evaluation systems (Rubrics) to ensure that various products utilizing AI generate content consistently. In this process, they collaborate closely with various related departments such as PM, Designer, Engineer, and Legal to enhance the completeness of the End-to-End customer journey and contribute to business performance.

• This position is a 1-year contract.

Responsibilities

1. UX Writing and Content Strategy

• Produce intuitive UX writing: Plan and produce concise and clear UX writing used throughout the Coupang app and services.
• Define content guidelines and frameworks: Analyze content across multiple domains to improve quality and consistency, and define and disseminate writing principles, service terminology, content frameworks, and guides across the organization.
• Propose strategy based on customer journey: Collaborate with various stakeholders such as PMs and Designers to propose content strategies based on customer journeys and UX principles, reflecting them throughout the product experience.
• Verify performance and scale: Share the performance of content strategies through data and cases, and spread verified principles and methodologies throughout the organization.

2. AI Generated Content Experience Design

• Establish AI generated content guidelines: Build and continuously improve behavioral guidelines, content formats, standard examples, and quality evaluation systems (Rubrics) so that AI can generate content optimized for the customer experience.
• Define conversational scenarios and personas: Determine the response formats (length, sentence structure, readability, etc.) of conversational AI that can be used in various contexts and shopping scenarios, and define the Korean Voice & Tone that fits the Coupang brand.
• Engineering collaboration and prompt requirement definition: Write clear Pass/Fail rules for content quality evaluation and redefine format and tone guidelines into requirements that engineers can use for model training and prompt improvement.
• Advance generative AI utilization processes: Design and advance the UX writing process using various generative AI/LLM to improve both the team's work efficiency and content quality.

Qualifications

• Bachelor's degree in Communication, Linguistics, Design, Business Administration, or equivalent experience.
• Understanding of UX writing tasks and roles in Korean.
• Professional writing skills in UX writing, copywriting, content strategy, etc., and an excellent portfolio demonstrating these skills.
• 3+ years of experience in UX writing or 5+ years of practical experience in content production/improvement.
• Experience documenting and disseminating/training guidelines such as writing principles, glossaries, and Voice & Tone.
• Experience producing content using generative AI, or experience designing/operating guidelines, standard examples, and prompt conditions to ensure AI generates content of consistent quality.
• English communication skills to communicate and collaborate with global stakeholders regarding Korean UX and content.

Preferred Qualifications

• Experience in mobile app-based UX writing, End-to-End customer experience design, or mobile service content production.
• Understanding of design collaboration tools such as Figma and an overall understanding of the product design process.
• Experience directly designing conversation flows and experiences for conversational AI-based products such as chatbots or AI assistants.
• Experience improving content quality and user experience based on qualitative and quantitative data.
• Experience conducting complex projects by collaborating with various stakeholders such as PM, Designer, Engineer, Data Analyst, and Legal teams.
• Experience solving high-complexity problems or advancing processes using various generative AI such as ChatGPT, Claude, Gemini, and Vibe Coding.
• Experience working in the IT or e-commerce industry.

Application Process and Information

• Application Process
• Document Screening - Job Fit Interview - Focus Interview – Final Offer
• The application process may vary by job and is subject to change depending on the schedule and circumstances.
• Application schedules and results will be provided individually via the email address registered in your application.
• Notes
• This job posting may close early once recruitment is complete.
• If there are any false statements in the application, the job offer may be canceled.
• Persons eligible for employment protection (veterans, persons with disabilities, etc.) may receive preferential treatment in hiring according to relevant laws.
• Job titles and scope of responsibilities may change considering the candidate's overall career, experience, and other circumstances. If such changes are necessary, the candidate will be communicated with at an appropriate time before the final offer notice.
• Recruitment may be restricted if the candidate does not possess the legally required qualifications for recruitment and job performance.

Privacy Policy

• Coupang Group collects and processes your personal information in accordance with the Applicant Privacy Policy (link below). https://www.coupang.jobs/kr/privacy-policy/

Document Return Policy

1. This notice is in accordance with Article 11, Paragraph 6 of the "Fair Hiring Procedure Act."
2. We inform you that job seekers who have applied for our recruitment but were not ultimately successful may request the return of the submitted recruitment documents in accordance with the "Fair Hiring Procedure Act." However, this does not apply if the documents were submitted via a website or email, or if the job seeker submitted them voluntarily without our request, and if the recruitment documents are lost due to natural disasters or other reasons not attributable to our company, they shall be deemed returned.
3. A job seeker requesting the return of recruitment documents according to the main text of Paragraph 2 above must complete the Recruitment Document Return Request Form [Attached Form No. 3 of the Enforcement Rule of the Fair Hiring Procedure Act] and submit it via email (recruitingops@coupang.com). Upon confirmation of submission, we will send the documents to the designated address via registered mail within 14 days. Please note that the registered mail fee will be charged to the recipient.
4. In preparation for return requests from job seekers according to the main text of Paragraph 2, our company will keep the original recruitment documents submitted by the job seeker for 180 days from the date the recruitment decision is finalized. If a request for the return of recruitment documents is not made by then, we will destroy all recruitment documents without delay in accordance with the "Personal Information Protection Act."
5. However, the contents of Paragraphs 1 through 4 above apply only when the labor-related laws of the Republic of Korea are applicable. They do not apply in other cases.