Communications Specialist - Service Experience
THE PANTHER GROUP, Boston, MA, United States
The Panther Group is seeking a W2 Contract (12 months with potential to extend) Communications Specialist – Service Experience (Technology) to support a leading university in modernizing and enhancing its service delivery experience. This role is ideal for a strong communicator who excels at transforming complex service or technical information into clear, user‑centered content.
This position plays a key role in improving how students, faculty, and staff understand and engage with university technology services through clear communication, knowledge content, and digital service platforms.
Kind Note: This role is not available for Visas or C2C
Position Overview You will partner closely with service owners, CX teams, and operational stakeholders to create and maintain communications and knowledge content that supports a seamless service experience. Your work will directly contribute to improving self‑service capabilities, content clarity, and adoption of services across the university community.
This role blends communications, content strategy, and service design thinking, with an emphasis on clarity, usability, and consistency.
Key Responsibilities Service Communications & CX Content (45%)
Develop clear, user‑focused communications supporting service delivery and operational updates
Translate complex service changes into easy‑to‑understand messaging
Create content
that helps users navigate services and find support efficiently
Support both student‑facing and administrative communications
Partner with CX teams and service owners
to align messaging with user needs
Knowledge Management & Content Development (35%)
Create, edit, and maintain knowledge articles and service content
Support content standards including structure, tone, and consistency
Ensure knowledge content supports ServiceNow and unified service portal environments
Improve clarity, accessibility, and usability of content across platforms
Keep documentation accurate, current, and user‑friendly
Collaboration & Continuous Improvement (20%)
Work cross‑functionally with CX leaders, ITS teams, and stakeholders
Provide guidance on communication and content best practices
Use feedback and analytics to continuously improve content effectiveness
Stay current on trends in customer experience, knowledge management, and service communications
Leverage AI tools
to support drafting, editing, and research while applying strong editorial judgment
Required Qualifications
Experience in communications, content development, knowledge management, or related field
Strong writing and editing skills, with the ability to simplify complex information
Experience working across teams to align messaging and content
Strong understanding of user experience or service‑focused communication
Excellent collaboration and stakeholder management skills
Strong attention to detail, tone, clarity, and audience needs
Proficiency in Microsoft 365 (Word, SharePoint, Teams, etc.)
Preferred Qualifications
Experience with ServiceNow , knowledge bases, or service portals
Familiarity with customer experience (CX) or service design principles
Experience using AI tools for content creation or editing support
Pay range $45.45 - $52.45 an hour depending on experience.
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This position plays a key role in improving how students, faculty, and staff understand and engage with university technology services through clear communication, knowledge content, and digital service platforms.
Kind Note: This role is not available for Visas or C2C
Position Overview You will partner closely with service owners, CX teams, and operational stakeholders to create and maintain communications and knowledge content that supports a seamless service experience. Your work will directly contribute to improving self‑service capabilities, content clarity, and adoption of services across the university community.
This role blends communications, content strategy, and service design thinking, with an emphasis on clarity, usability, and consistency.
Key Responsibilities Service Communications & CX Content (45%)
Develop clear, user‑focused communications supporting service delivery and operational updates
Translate complex service changes into easy‑to‑understand messaging
Create content
that helps users navigate services and find support efficiently
Support both student‑facing and administrative communications
Partner with CX teams and service owners
to align messaging with user needs
Knowledge Management & Content Development (35%)
Create, edit, and maintain knowledge articles and service content
Support content standards including structure, tone, and consistency
Ensure knowledge content supports ServiceNow and unified service portal environments
Improve clarity, accessibility, and usability of content across platforms
Keep documentation accurate, current, and user‑friendly
Collaboration & Continuous Improvement (20%)
Work cross‑functionally with CX leaders, ITS teams, and stakeholders
Provide guidance on communication and content best practices
Use feedback and analytics to continuously improve content effectiveness
Stay current on trends in customer experience, knowledge management, and service communications
Leverage AI tools
to support drafting, editing, and research while applying strong editorial judgment
Required Qualifications
Experience in communications, content development, knowledge management, or related field
Strong writing and editing skills, with the ability to simplify complex information
Experience working across teams to align messaging and content
Strong understanding of user experience or service‑focused communication
Excellent collaboration and stakeholder management skills
Strong attention to detail, tone, clarity, and audience needs
Proficiency in Microsoft 365 (Word, SharePoint, Teams, etc.)
Preferred Qualifications
Experience with ServiceNow , knowledge bases, or service portals
Familiarity with customer experience (CX) or service design principles
Experience using AI tools for content creation or editing support
Pay range $45.45 - $52.45 an hour depending on experience.
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