Content Strategy Lead
Lead Content Strategy & Content Design Manager
About the Role
A leading digital-first organisation is seeking a Lead Content Strategy & Content Design Manager to shape and deliver world-class content across large-scale digital platforms. This role sits within a Customer Experience Centre of Excellence and plays a critical part in defining how content supports customer journeys, product strategy, and measurable business outcomes.
You’ll lead content direction across complex web and app experiences, guide teams working in Agile environments, and ensure content is intuitive, inclusive, accessible, and performance-driven at scale.
What You’ll Do
- Lead content delivery across complex web, app, and transactional journeys, ensuring consistency, clarity, and quality
- Own the digital content strategy for your portfolio, aligning content to product roadmaps, CX priorities, and success metrics
- Champion the customer voice in prioritisation and decision-making, grounding content in user needs and evidence
- Lead, mentor, and develop content designers, setting clear direction and maintaining high standards of craft and delivery
- Translate insight into action using research, analytics, and performance data to drive continuous improvement
- Partner cross-functionally with Product, Design, Engineering, Architecture, Analytics, Legal, and SEO teams
- Set and uphold editorial standards including voice, tone, accessibility, and inclusive language
- Drive AI-enabled content design, leveraging CMS tools and LLMs to improve speed, quality, and consistency
- Ensure content aligns with CX KPIs, WCAG accessibility standards, SEO best practice, and compliance requirements
What You’ll Bring
- Proven experience delivering strategic, user-centred digital content across large-scale web and app products
- Advanced expertise in UX writing, plain language, inclusive content, accessibility, and editorial standards
- Strong leadership or mentoring experience across multiple initiatives and teams
- Hands-on expertise with tools such as Figma, Confluence, enterprise CMS platforms, structured content, and reusable components
- Demonstrated use of research platforms (e.g. usability testing tools) to validate content and reduce friction
- Strong analytics capability, using funnel analysis, session replay, and performance data to inform decisions
- Excellent stakeholder communication skills, with the ability to influence senior leaders through evidence-led storytelling
- Comfort working in fast-paced, ambiguous environments with a continuous improvement mindset
Portfolio Requirement
Applicants should include examples demonstrating impact across:
- People – developing and leading high-performing teams
- Process – applying scalable user-centred design methods
- Position – influencing strategy and embedding content maturity
- Product – delivering measurable, world-class app-first digital experiences
How You’ll Work
This role supports a hybrid working model, combining time in modern office hubs with the flexibility of working from home. Specific arrangements will be discussed during the recruitment process.
Why Apply
- Lead content strategy at scale across high-impact digital products
- Influence experience design at both strategic and execution levels
- Work at the intersection of content, technology, data, and AI
- Join a culture that values inclusion, craft excellence, and continuous improvement