Content Governance Specialist, Vice President

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.

• 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 terminology
  • Establishing standard documentation (e.g., SOPs, guidelines and job aids) for content creators and approvers
  • Creating approval workflows and access controls
  • Defining how content is stored, tracked, and optimized over time
  • Bridging the gap between content strategy and the day-to-day tasks
  • Identifying and removing bottlenecks in the content lifecycle
• Analyze 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.

• 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 platforms.
• Demonstrated knowledge of accessibility guidelines and inclusive design in content.
• Experience incorporating user feedback and insights for continuous improvement.
• Proficient technical literacy in content platforms and understanding their impact on user experience.
• Adaptive learner in new financial services products and offerings.

• Knowledge of HTML.
• Experience using technical/content‑management platforms, such as Adobe or Service Now, to elevate content.
• Understanding of how different systems interact with each other to create an end-to-end user journey.
• Knowledge of how AI & LLM tools are used to enhance content delivery and outcomes.