Content Design Manager

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Content Design Manager

Location: London (Hybrid Working)

The Role

Want to do the best work of your life? This is an opportunity to make your mark at a leading media and entertainment organisation in Europe.

As a Content Design Manager (internally known as Lead Content Designer), you’ll play a pivotal role within the digital customer experience team, owning the creation of world-class content and delivering transformative solutions across web, mobile apps, agent tools, and customer communications. You’ll lead Agile teams, drive content strategy, and be accountable for delivering outcomes that meet both customer needs and business goals.

Working within a Customer Experience Centre of Excellence, you’ll support CX strategy, content excellence, and performance across product roadmaps in the UK & Ireland. From onboarding journeys to ongoing engagement, everything is driven by one purpose: creating better experiences for customers.

What You’ll Do

People

• Lead and develop a team of content designers, ensuring consistent, high-quality output across all platforms
• Take ownership of your personal development with clear goals and progression milestones
• Support team growth through coaching, 1:1s, and tailored development plans

Position

• Own strategic content direction across your portfolio, shaping customer journeys aligned to business goals
• Champion the customer voice in decision-making and prioritisation
• Engage stakeholders with compelling, evidence-based storytelling and content strategies
• Own voice, tone, and style guidelines to ensure clarity, consistency, and accessibility
• Evolve content design practices in partnership with senior design leadership
• Collaborate cross-functionally with product, engineering, architecture, and analytics teams

Process

• Translate customer insight into actionable content improvements
• Lead tone of voice workshops, content audits, and editorial reviews
• Partner with research teams to validate effectiveness and usability
• Align content with product and service design artefacts (e.g. journey maps, blueprints)
• Support design operations to optimise workflows and feedback loops
• Own content modelling, taxonomy, and information architecture frameworks
• Ensure alignment with SEO, legal, and compliance standards
• Drive adoption of AI and LLM tools within content design workflows
• Take accountability for delivery, managing risks and maintaining quality

Product

• Own end-to-end content strategies and app-first experiences
• Lead UX writing and system-level thinking across complex journeys
• Integrate AI into personalised, scalable content experiences
• Define and validate information architecture and navigation
• Establish scalable content patterns and editorial standards
• Define and track CX KPIs and content performance metrics
• Ensure accessibility standards (WCAG 2.2) are met across all outputs

Who You Are

• Proven track record delivering strategic, user-centred content across large-scale digital products
• Advanced experience with tools such as Figma, Confluence, and enterprise CMS platforms
• Strong leadership experience managing senior content designers across multiple initiatives
• Deep expertise in UX writing, information architecture, and accessible content design
• Extensive user research experience (e.g. usability testing, card sorting, behavioural insights)
• Strong analytics capability (e.g. Adobe Analytics, Contentsquare) to inform optimisation
• Excellent communication and stakeholder influence at senior and executive level
• Comfortable working in fast-paced, complex environments
• Strategic mindset with experience shaping content design operating models and teams

The Rewards

• Generous pension package
• Private healthcare
• Access to a wide range of exclusive rewards and experiences

How You’ll Work

This role follows a hybrid working model, with an expectation of 3 days in the London office and up to 2 days working from home per week.