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 de