Content Strategy Specialist - AI Optimisation

Key Responsibilities

• Analyse web, search, behavioural, and survey data to identify partner friction points and generate actionable insights that improve digital support experiences.
• Provide strategic, data-driven content briefs to content managers and writers, ensuring help content is structured and optimised to enable self-service and improve task completion.
• Collaborate with product, content, and platform teams to optimise AI-powered support experiences by improving knowledge base inputs and analysing conversational data.
• Plan, build, and execute targeted personalisation campaigns across digital channels, including Partner Hub banners and Salesforce Marketing Cloud email journeys.
• Support the development and validation of in-product measurement frameworks, evaluating self-service effectiveness, content findability, and user effort across key partner journeys.
• Develop hypotheses, create MVPs, and run A/B tests to measure content performance and optimise digital experiences.
• Manage project backlogs, timelines, and stakeholder alignment independently, ensuring successful delivery of key initiatives.
• Contribute to the broader mission of reducing unnecessary support contacts and helping partners resolve issues independently through digital channels.

What We Are Looking For

• 3 to 5+ years of experience in digital self-service, content strategy, digital support, customer experience, marketing technology, or a related field within an international environment.
• Strong understanding of content strategy, help centre ecosystems, knowledge bases, and how content drives user behaviour and task completion.
• Experience translating analytics and customer insights into clear, actionable content recommendations and improvement plans.
• Knowledge of Generative AI technologies and how large language models consume and retrieve information, including familiarity with RAG frameworks.
• Strong analytical skills, with experience using tools such as Google Analytics, Tableau, Qualtrics, Snowflake, or similar platforms.
• Experience with experimentation methodologies, including hypothesis development, MVP creation, and A/B testing.
• Excellent stakeholder management, communication, and project ownership skills.
• A proactive, curious mindset with strong empathy for end users and a willingness to investigate root causes of friction.
• Experience with Salesforce Marketing Cloud, digital support ecosystems, customer service environments, or AI productivity tools such as Gemini, Claude, or Glean is highly desirable.
• Bachelor's degree or equivalent practical experience. Relevant experience will be prioritised.