Instacart
The voice that answers a million questions.
Maintain the public-facing voice across Instacart's Customer and Shopper Help Centers, a living content ecosystem where empathy, clarity, and brand voice meet at scale.
Technical WritingContent StrategyBrand Voice at Scale
The Work
What I actually did.
01
Content Ecosystem
Own and evolve content across two public help centers, ensuring clarity and consistency across thousands of customer touch points and chatbot responses.
02
Editorial Standards
Set tone, structure, and reading-level guidelines so content remains consistent across complex topics, from refunds to nutrition facts.
03
Cross-functional Partnership
Work with Legal, Product, and Operations to translate policy and product changes into clear, human copy customers can actually understand in real moments of need.
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NIVEA MEN