Lead UX Writer

Job description

Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale — across every customer touchpoint. By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr’s unified platform provides powerful solutions for every customer-facing team — spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management — enabling enterprises to unify data, break down silos, and act on real-time insights. Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide. Job Description What does success look like Sprinklr’s multi-product platform is undergoing rapid unification and accelerated AI innovation. To support this transformation, we need a Lead Content Designer / User Experience (UX) Writer in India who can lead content strategy for complex product areas while helping teams make AI-powered, agentic workflows easier to understand, trust, and use. This role shapes content direction across product areas, influences cross-functional product decisions, and ensures customer interactions — from buttons and flows to AI explanations, agent actions, and onboarding — are clear, consistent, accessible, and aligned to Sprinklr’s unified platform experience. Mission: Lead and operationalize Sprinklr’s content architecture, AI interaction standards, and product language systems across priority product suites. Set direction, mentor others, and deliver scalable patterns that reduce friction, reinforce clarity, and make Sprinklr’s platform easier to learn, use, and trust. What You’ll Do Content Design & UX Writing Lead content design for complex workflows across Social, Service, Insights, Marketing, and AI powered product experiences. Translate complex enterprise concepts — routing, permissions, case resolution, AI actions, analytics, and agentic workflows — into clear, action-oriented language and reusable product patterns. Set a high bar for UX writing craft across clarity, brevity, accessibility, localization, consistency, and user intent while keeping content practical for fast-moving product teams. Content Systems & Standards Own and evolve cross-product voice, tone, terminology, taxonomy, and reusable content patterns that scale across product suites and pods. Partner with Design System teams to define, document, and drive adoption of content standards for actions, errors, confirmations, states, empty states, guidance, and AI interactions. Lead naming, taxonomy, and information architecture decisions that clarify how customers understand and navigate the platform. AI + Human Collaboration & Agentic Workflows Lead language strategy for prompts, agent actions, generative content, system explanations, recommendations, automation handoffs, and human-in-the-loop intervention points. Define patterns that help users understand what AI is doing, why it is doing it, what confidence signals matter, and how to review, override, or intervene. Establish AI content standards that build trust through transparency, explainability, appropriate guidance, and responsible user control. Cross-functional Collaboration Partner closely with Product Managers, Engineering, QA, Research, Documentation, Design Systems, AI/Data Science, Customer Success, Support, and global stakeholders to align content strategy with customer and business outcomes. Provide narrative clarity for product strategy, demo flows, onboarding, AI experiences, and internal product understanding. Guide discovery, prototyping, validation, usability testing, design reviews, and product reviews so content quality is considered early and consistently. Mentor designers, writers, and product partners on content strategy, UX writing craft, AI interaction language, and scalable decision-making without taking ownership away from pod teams. Facilitate content critiques, pattern reviews, and working sessions that help teams make better content decisions without creating bottlenecks. Information Architecture & Experience Clarity Lead decisions on navigation labels, object names, workflow language, taxonomy, and information hierarchy across complex product areas. Reduce cognitive load by shaping user-aligned mental models, clearer information hierarchy, and consistent language across connected workflows. Governance & Reusability Create lightweight governance models that help distributed pods adopt consistent content patterns through clear standards, review practices, and reusable documentation. Identify and drive opportunities for reuse, consolidation, simplification, and improved delivery velocity across the platform. Expected Outcomes Unified content standards adopted: Voice, tone, terminology, taxonomy, and reusable content patterns adopted across priority product areas. Cross-suite consistency: Clear, cohesive language across Social, Service, Marketing, and Insights. AI and agentic content standards: Trust cues, action/explanation models, prompt frameworks, review states, and intervention patterns for generative and agentic interactions. Improved experience clarity: Reduced support tickets, fewer user errors, and smoother onboarding pathways. Operational efficiency: Faster design and Product Management (PM) delivery cycles through reusable patterns. Team enablement: Designers, PMs, and writers make stronger content decisions through mentorship, standards, critiques, and reusable guidance. Success Measures Comprehension ↑: Improved task success, clarity, and reduced user hesitation or confusion. Consistency ↑: Broader adoption of content standards and pattern libraries across pods. Time-to-value ↓: More intuitive workflows with fewer clarifying tooltips, walkthroughs, or docs required. AI trust ↑: Higher engagement with AI-driven actions and increased user confidence. Velocity ↑: Faster iteration for designers and Product Management (PM) due to stronger content guidance and systems. What Makes You Qualified 10+ years of practical experience in UX writing, content design, product content strategy, or related product experience work for complex SaaS, enterprise, platform, startup, agency, or equivalent product environments. Portfolio demonstrating lead-level impact through complex product content strategy, UX writing, workflow clarity, systems thinking, research-informed decisions, cross-functional influence, shipped enterprise or SaaS work, and measurable product or business outcomes. Proven experience leading product content strategy across complex workflows, platforms, or multiproduct ecosystems. Strong information architecture and taxonomy skills, including navigation models, object naming, terminology systems, content hierarchy, and user mental models. Working knowledge of design systems, including reusable content patterns, component guidance, interaction states, governance, documentation, and adoption across distributed product teams. Strong skill in simplifying dense, technical, or multi-step workflows. Experience partnering cross-functionally with Product Managers, Engineering, QA, Research, Design Systems, and global stakeholders across distributed teams. Proven ability to mentor designers, writers, interns, new hires, and product partners while raising the quality of content decisions across teams. Demonstrated ownership of AI-first product experiences, agentic workflows, generative content, explainability, trust cues, accessibility, user control, and human-in-the-loop interaction patterns. Clear understanding of accessibility, localization, and writing for a global audience. Comfort using modern product design and collaboration tools, including Figma, FigJam, Figma Dev Mode, design systems, prototyping tools, Jira, Confluence, and AI-assisted design or research tools. Equivalent practical experience is welcome, including experience gained through product roles, startups, agencies, freelance work, bootcamps, internships, academic projects, SaaS teams, or adjacent content, design, research, documentation, or product strategy work. Preferred Deep experience applying content strategy to AI-powered products, generative content, intelligent workflows, agentic systems, or enterprise automation. Background in enterprise software, SaaS, Contact Center as a Service (CCaaS), insights/analytics, CRM, marketing technology, social platforms, or content systems. Collaboration Model Lead individual contributor (IC) within Product Experience (PX), responsible for setting content direction, influencing cross-functional product decisions, mentoring others, and scaling content quality through standards, systems, and reusable guidance. Works closely with: Design, Research, Documentation, Product Management, Engineering, QA, AI/Data Science, Design Systems, Product Marketing Management (PMM), Sales Engineering, Customer Success, Support, and global stakeholders. This India-based role works in a distributed, global model. Candidates should be comfortable collaborating asynchronously and occasionally overlapping with U.S. Pacific Time-based stakeholders for key design reviews, planning discussions, and cross-functional alignment We focus on our mission : Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data — helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things: Lead a new category of enterprise software that we call Unified-CXM. Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience. Create a culture of customer obsession, with trust, teamwork, and accountability. We believe in our product : Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything — and everyone — can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world’s leading enterprise brands. We invest in our people : We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off – it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus. To learn more about employee benefits by region, click here . To learn more about all-things-Sprinklr, visit our candidate resource hub here . EEO - Our philosophy : Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful. Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter. Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams. If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.