Caitlin Halligan

About Caitlin Halligan

Experienced Senior Content Strategist and Knowledge Manager with 9+ years at Gusto…

Experience

1. Senior Content Strategist - Product Partnerships Insights & Operations

   Gusto

   Jan 2021 — Present

   Positioned with a unique view of both the product and the service, we optimize product launch education and support operations by representing end-users, partnering with stakeholders and SMEs, and combining quantitative and qualitative signals to create and suggest educational content.>We enable our customers and support agents by creating and managing thousands of knowledge base articles (customer-facing and internal) in an ever-evolving and complex industry.>We help improve the user experience and reduce touchpoints by partnering with EPD, CX, and Sales members to create, maintain, and optimize in-product education. A wise person once said, “Design in the absence of content is not design, it’s decoration.” >We consult on customer journey and service maps (figma, concept sketches, etc)—identifying what needs more research, and what hypotheses can continue to be designed.>We act as quality assurance by identifying assumptions that crept in to projects unchallenged, flagging anticipated issues for consumers, and recommending educational opportunities that will create a better experience for customers and support agents alike.>We monitor and analayze the data and insights we’re uniquely positioned to gather (e.g, article contact rate, customer engagement, etc) to make suggestions for improvement across product, people, and processes.>We use our deep product and operations expertise to help design and manage scalable user experiences and support processes.>We bring a customer-obsessed mindset and passion for writing to every conversation we’re in, and every edit we make.