CX Insights & UGC Content Specialist

Description du poste:

CX Insights & UGC Content Specialist

Description -

The CX Insights & UGC Content Specialist supports the HP Store by helping ensure customer voices are accurate, trusted, and easy for customers to use when shopping across Consumer and SMB experiences.

Working at the intersection of user-generated content (UGC) and Voice of the Customer (VoC), this role focuses on day-to-day content quality and customer feedback analysis. You will support the moderation, organization, and optimization of ratings, reviews, Q&A, and social content, while helping teams learn from real customer feedback. By maintaining high-quality customer content and surfacing meaningful insights, this role helps customers trust what they see, make clearer decisions, and feel more confident throughout the end-to-end shopping journey. This is a hands-on, execution-focused role operating in a fast-paced, global environment

What You Will Do
Customer Feedback & CX Insights
* Review and analyze customer ratings, reviews, and Q&A to identify sentiment trends, recurring themes, and common points of confusion across Consumer and SMB journeys.
* Summarize customer feedback and help surface patterns related to clarity issues, content gaps, or experience friction.
* Support CX, product, and marketing teams by sharing structured customer feedback insights and observations.
* Use AI and analytics tools to assist with bulk feedback review and insight gathering.

UGC & Content Quality
* Moderate user-generated content to ensure it meets quality, accuracy, and moderation guidelines.
* Review ratings, reviews, and Q&A to ensure content is relevant, helpful, and appropriate for customers.
* Perform quality checks on review responses (written by others or AI-generated) to ensure clarity, consistency, and brand alignment.
* Escalate content risks, quality issues, or guideline concerns when needed.

UGC Enablement & CX Support
* Support the aggregation, tagging, and placement of UGC across HP Store storefronts to improve discoverability and usefulness.
* Help ensure customer content is correctly associated with products and presented clearly to shoppers.
* Support new product listings and CX initiatives by validating customer-facing content for accuracy and completeness.
* Work closely with global teams, coordinating across regions and time zones.

Minimum Qualifications
* Experience supporting user-generated content, customer experience content programs (such as ratings, reviews, or Q&A), or content management systems.
* Strong attention to detail and a high bar for content quality and accuracy.
* Ability to review customer feedback objectively and identify basic trends or themes.
* Clear written communication skills.
* Comfortable working in a fast-paced, global, cross-functional environment.

Preferred Qualifications
* Experience with ratings & reviews platforms, Q&A systems, moderation tools, or content management systems.
* Familiarity with eCommerce experiences supporting Consumer or SMB customers.
* Exposure to AI tools used for content review or feedback analysis.
* Experience supporting global brands or large-scale digital platforms.

Job -Marketing

Schedule -Full time

Shift -No shift premium (Mexico)

Travel -No

Relocation -No
Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal