Digital Consumer Experience Content Strategy Lead/Director

Purpose & Context

As the CX Content Strategy Lead, specializes in strategizing and designing Human-Centered content, taxonomy and UI language based for digital products, you will be a key player within our Global Digital Consumer Experience working to innovate and enhance accessibility, storytelling, and product experience across our suite of digital products and services. 

This role demands a strategic thinker who is business-oriented and Human-Centered content/UX Writing expertise with a knack for storytelling but understands and speaks the language of developers. With a strong understanding of service design, user experience, and omni-channel content systems, you will be responsible for shaping our ecosystem’s content architecture and frameworks to be human-centric. You will do this by driving CX content strategies and UX writing best practices and standards that are scalable consistently to get the right content to the right people, in the right way.

Responsibilities

Design and implement CX content frameworks, governance strategies, and guidelines to foster a product and service user experience that’s consistent and efficient across all digital platforms and touchpoints.

Facilitate collaboration between commercial and business teams with product owners, CX strategists, designers and engineers to translate business and content needs into viable user-centric technical solutions/products.

Conduct UX content audits and gap analyses to identify opportunities for improvement and innovation.

Utilize data and analytics to inform content design decisions and measure the effectiveness of UX content.

Mentor and lead a team of CX content strategists and UX Writers, fostering a collaborative, innovative, and performance-driven environment.

Train and educate commercial and business teams on CX content and accessibility best practices to elevate their digital savviness and improve product quality. 

Stay abreast of UX content trends, digital innovation, and consumer behavior to ensure strategies remain relevant and impactful.

Act as a brand champion and support teams to adhere to the company's brand elements design ecosystem.

Identify and share UX content design best practices between product managers and business teams to improve quality of work and consistency of our brand experience.

Knowledge, Skills & Abilities

Key Qualifications  

 Bachelor’s or Master’s degree in Communications, Journalism, Information Design, or a related field.

10+ years of experience in content strategy, with preference of 5+ years within the realms of UX and service design for digital products.

Proven track record of developing and implementing successful content strategies that enhance user experience and engagement.

Strong leadership skills with experience managing teams and collaborating with cross-functional stakeholders.

Excellent communication, presentation, and interpersonal skills.

Proficient in content management systems and tools, and familiar with data analysis and performance metrics.

Ability to work effectively in a fast-paced, global team environment.

Desired traits 

• Experience working in a global digital accelerator or similar fast-paced, innovation-driven business environment.

• Advanced knowledge of SEO, content marketing, and digital media strategies.

• Advanced knowledge or awareness of accessibility

• Multilingual capabilities are a plus to effectively cater for diverse global markets.

• Empathy and sensitivity to multicultural societies to cater to diverse global markets and local communities