Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.

As a Content Governance Specialist, Vice President on the Governance and Operations team, you will play an important role in shaping customer experiences through end-to-end content process improvements/standardization and building customer confidence across our products and services. Using your expertise in planning, executing, delivering and communicating results, you will work independently and in small teams to deliver streamlined employee experiences.  You will also be called upon to document procedures, so excellent written and verbal communications are extremely important.  While collaborating with cross-functional teams to ensure narrative consistency, your influence will extend to product design, architecture, and functionality.

Job responsibilities

Lead and deliver tactical and strategic Governance and Operations initiatives that improve employee- and specialist-facing content experiences such as:Defining brand voice, style, and terminologyEstablishing standard documentation (e.g., SOPs, guidelines and job aids) for content creators and approversCreating approval workflows and access controlsDefining how content is stored, tracked, and optimized over timeBridging the gap between content strategy and the day-to-day tasksIdentifying and removing bottlenecks in the content lifecycleAnalyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences.Operate as part of a product team, collaborating with subject matter experts, UX designers and researchers, developers, communicators, content managers, risk & controls, etc., to deliver the best experience and simplified self-service for our employees.

Required qualifications, capabilities, and skills

5+ years of experience working on and delivering measurable project results.Demonstrated expertise in verbal and written communication - with a focus on digital products and platformsDemonstrated knowledge of accessibility guidelines and inclusive design in contentExperience incorporating user feedback and insights for continuous improvementProficient technical literacy in content platforms and understanding their impact on user experienceAdaptive learner in new financial services products and offerings

Preferred qualifications, capabilities, and skills

Knowledge of HTMLExperience using technical/content-management platforms, such as Adobe or ServiceNow, to elevate contentUnderstanding of how different systems interact with each other to create an end-to-end user journeyKnowledge of how AI & LLM tools are used to enhance content delivery and outcomes