Content Design Manager

Content Design ManagerLocation: London (Hybrid Working)The RoleWant to do the best work of your life? This is an opportunity to make your mark at a leading media and entertainment organisation in Europe.As a Content Design Manager(internally known as Lead Content Designer), you’ll play a pivotal role within the digital customer experience team, owning the creation of world-class content and delivering transformative solutions across web, mobile apps, agent tools, and customer communications. You’ll lead Agile teams, drive content strategy, and be accountable for delivering outcomes that meet both customer needs and business goals.Working within a Customer Experience Centre of Excellence, you’ll support CX strategy, content excellence, and performance across product roadmaps in the UK & Ireland. From onboarding journeys to ongoing engagement, everything is driven by one purpose: creating better experiences for customers.What You’ll DoPeopleLead and develop a team of content designers, ensuring consistent, high-quality output across all platformsTake ownership of your personal development with clear goals and progression milestonesSupport team growth through coaching, 1:1s, and tailored development plansPositionOwn strategic content direction across your portfolio, shaping customer journeys aligned to business goalsChampion the customer voice in decision-making and prioritisationEngage stakeholders with compelling, evidence-based storytelling and content strategiesOwn voice, tone, and style guidelines to ensure clarity, consistency, and accessibilityEvolve content design practices in partnership with senior design leadershipCollaborate cross-functionally with product, engineering, architecture, and analytics teamsProcessTranslate customer insight into actionable content improvementsLead tone of voice workshops, content audits, and editorial reviewsPartner with research teams to validate effectiveness and usabilityAlign content with product and service design artefacts (e.g. journey maps, blueprints)Support design operations to optimise workflows and feedback loopsOwn content modelling, taxonomy, and information architecture frameworksEnsure alignment with SEO, legal, and compliance standardsDrive adoption of AI and LLM tools within content design workflowsTake accountability for delivery, managing risks and maintaining qualityProductOwn end-to-end content strategies and app-first experiencesLead UX writing and system-level thinking across complex journeysIntegrate AI into personalised, scalable content experiencesDefine and validate information architecture and navigationEstablish scalable content patterns and editorial standardsDefine and track CX KPIs and content performance metricsEnsure accessibility standards (WCAG 2.2) are met across all outputsWho You AreProven track record delivering strategic, user-centred content across large-scale digital productsAdvanced experience with tools such as Figma, Confluence, and enterprise CMS platformsStrong leadership experience managing senior content designers across multiple initiativesDeep expertise in UX writing, information architecture, and accessible content designExtensive user research experience (e.g. usability testing, card sorting, behavioural insights)Strong analytics capability (e.g. Adobe Analytics, Contentsquare) to inform optimisationExcellent communication and stakeholder influence at senior and executive levelComfortable working in fast-paced, complex environmentsStrategic mindset with experience shaping content design operating models and teamsThe RewardsGenerous pension packagePrivate healthcareAccess to a wide range of exclusive rewards and experiencesHow You’ll WorkThis role follows a hybrid working model, with an expectation of 3 days in the London office and up to 2 days working from home per week.