Chapter Leader

The Content and Knowledge Chapter is a collaborative community of designers, researchers, content writers, and experience strategists who work together across multiple squads while being unified by shared craft, practices, and standards within a single chapter area.

This chapter instance crafts user-centred content that empowers people to understand and use our products and services with confidence. It 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.

• 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.

This role involves leading 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.

This chapter type has been divided into two distinct areas: one focused on enablement and the other on delivery. There are three chapter instances across these two chapter types.