Communication Specialist (Customer Service) Job at Ulta Beauty in Bolingbrook

OVERVIEW Discover the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity, inspired applications of big data, AI and UI/UX, and creative that persuades and delights. All of this, with the opportunity to experience smart ideas come to life. At Ulta Beauty, we’re forever imagining. Forever striving. Forever investing in next‑gen—with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big‑picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let’s build brilliant together. THE IMPACT YOU CAN HAVE The Guest Communications Specialist is responsible for collaborating cross‑functionally to create, manage, and present information throughout the Guest Services organization to enable those communicating with our guests and an AI virtual advisor to resolve inquiries in a way that meets and exceeds customer satisfaction targets. Information may relate to company initiatives, products and services, system and procedural processes and more, and it requires understanding the content precisely and creating materials that are easily understood by our front‑line specialists. This information, at times required urgently, may be in the form of training curriculum, job aids on policy and procedures, videos, newsletters, written templates and talking points that are guest and agent‑facing within the knowledge base systems, Ulta.com, and our native Apps. The expected result is a higher guest and agent satisfaction rate and a consistency in operational processes within our 3rd‑party contact centers. This role will measure content effectiveness from test scores, quality assurance results, guest or agent scoring of knowledge articles, the Improve‑Always feedback process, surveys, and more. YOU'LL ACCOMPLISH THESE GOALS BY Own and evolve the voice, tone, structure, and taxonomy of all knowledge content, response templates, and internal communications to align with brand, service, and operational standards. Create, edit, and audit AI virtual advisor guides and design knowledge content to be effectively utilized to maximize resolution rates by AI. Serve as a consultative cross‑functional partner to business stakeholders to translate complex programs, policy changes, loyalty offers, marketing promotions, and more, into accessible, actionable content for frontline teams. Design and maintain a robust governance process for content development, content change control, and stakeholder approval. Oversee the architecture, taxonomy, and tagging strategies of knowledge articles to maximize searchability, accuracy, and relevance within the knowledge base and service systems. Monitor and analyze content performance using KPIs such as content engagement, CSat, quality assurance results, search efficiency, policy adherence, and feedback loops. Lead cross‑functional audits and continuous improvement processes to ensure content accuracy. Create high‑impact business updates, urgent communications, and regular department communications intended for Guest Services staff and contact center agent staff across multiple global locations. Develop, implement, and own the Improve‑Always Program, including intake, prioritization, execution, and feedback communication across stakeholders and frontline staff. Lead the creation and dissemination of internal playbooks, escalation matrices, and service workflows for multi‑channel contact environments. Remain fluent in Ulta Beauty’s processes and systems used to serve guests across all contact channels, with the ability to serve guests directly across all contact channels for a minimum of 2 hours/month. THE ESSENTIALS FOR SUCCESS Undergraduate degree in communications, journalism, public relations or human resources or related field of study. 5 years of communications experience, corporate training or communications preferably in a customer service or operational environment. Exceptional written and verbal communication skills including writing, editing, and storytelling with a focus on clarity, engagement and user comprehension. Strong organizational skills, attention to detail, sense of urgency and follow‑through. Project management, time management, and strong planning and prioritization skills are essential. Proficiency in Microsoft Office Applications including Word, Excel, and PowerPoint. Experience with content or knowledge management systems is a plus (e.g., Gladly, Zendesk Guide, Bloomfire). Understanding of customer service operations, contact center environments, and multi‑channel service delivery. Ability to innovate and operate with agility, manage competing priorities, and deliver results under pressure in a fast‑paced environment. Strategic thinker and ownership mentality, with a bias for action and continuous improvement. Strong interpersonal skills with the ability to build trust and influence at all organizational levels. High emotional intelligence and cultural awareness to craft messaging that resonates across diverse teams and geographies. Flexible, able to deal with ambiguity and change direction quickly. HYBRID POSITION LOCATED AT BOLINGBROOK, IL CORPORATE OFFICE #LI-HYBRID COMPENSATION AND BENEFITS The pay range for this position is $57,300.00 - $70,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full‑time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part‑time positions are eligible for dental, vision, life, and disability benefits. ABOUT At Ulta Beauty (NASDAQ: ULTA), the possibilities are beautiful . Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well‑established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Ulta Beauty also offers a full‑service salon in every store featuring hair, skin, brow, and make‑up services. We will consider for employment all qualified applicants, including those with arrest records, conviction records or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. #J-18808-Ljbffr