Chapter Lead

Chapter Lead- Content and Knowledge
The Experience Chapter is a community of designers, researchers, content writers, and experience strategists who will collaborate across multiple squads while being unified by shared craft, practices, and standards within a single chapter area.
The area has been divided into two distinct chapter types: one focused on enablement and the other on delivery.
There are three chapter instances across these two chapter types.
This role will lead the Content and Knowledge Chapter instance which forms part of the Experience Delivery aspect of the chapter area.
The Chapter instance focuses on ensuring high-quality outcomes through effective design execution and consistent customer and employee-facing content.
Broad Description of Content and Knowledge Chapter
This chapter instance crafts user-centred content that empowers people to understand and use our products and services with confidence.
This Chapter focuses on delivering the right information, in the right format, at the right moment—supporting users seamlessly throughout their journey.
The scope includes all content across customer-facing and employee applications, multiple channels, and agent knowledge bases.
It also ensures a consistent application of brand tone of voice across all support and sales content.
Responsibilities

• Develop, write, edit, and proofread long-form content to inform, educate, and guide users, including blog posts, how-to articles, and user guides for both customer-facing and employee-facing audiences.

• Craft persuasive and action-oriented copy designed to drive engagement across key digital touchpoints, such as landing pages, emails, SMS, CTA buttons, bot responses, IVR scripts, and agent scripts.

• Incorporate SEO best practices to enhance content discoverability and performance.

• Conduct regular audits, including knowledge base reviews, to ensure all content remains accurate, relevant, and up to date.

• Stay informed on industry trends, evolving content formats, and emerging best practices to continuously improve content quality and user impact.

• Technical management and maintenance of content published across channels via various content management systems

• Create well-structured, channel-agnostic content that supports future omnichannel and AI-driven experiences.

• Partner with marketing, design, and editorial teams to ensure content aligns with overall brand messaging and broader campaign strategies.

• Collaborate with Learning & Development and Go-To-Market teams to deliver agent readiness materials in easily digestible, actionable formats.
Click on the PDF below to review the Role Card.
Chapter Lead Role Card.pdf
Benefits of Working at Three
Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Head Office in Dublin (3 days per week office based)
Competitive salary, annual performance bonus & pension contribution
25 days holidays plus 2.5 company days Annual Leave buy or sell (buy or sell up to 5 days AL each year)
Healthcare Insurance through our flexible benefits programme Life assurance, phone & laptop, subsidized canteen
Access to learning & development tools
Free on-site parking
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At Three, we are committed to diversity and inclusion.
As Ireland's largest mobile telecommunications provider, we provide a better-connected life for our diverse customer base, and want our teams to reflect this.
We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves.
If you do not 'tick every box' in this job description, you likely have other valuable skills that would make you a great fit for one of our teams.
nIf you feel this role is for you, then please apply
If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email ****** now at Three, a phenomenal career awaits
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