Lead Content Strategist

Lead Content Strategist

Locations: Alpharetta GA, Roseland NJ, Maitland FL, Tempe AZ, Norfolk VA, El Paso TX, Schaumburg IL

In this role, you will support the Knowledge & Performance Support organization. This role serves as the strategic link between business priorities and content outcomes, partnering with business units to define content strategies, prioritize investments, and ensure content effectively supports associates, clients, and AI-powered experiences.

This role blends business partnership, content strategy, portfolio planning, and content experience design. It works closely with Content Architecture, Information Architecture, Content Engineering, Analytics, Product, and Operations teams to ensure content initiatives are aligned to enterprise priorities and deliver measurable business value.

If you enjoy solving complex business problems, influencing stakeholders, shaping strategic direction, and using content as a lever to improve performance and experience outcomes, this may be the role for you.

As ADP evolves from human-authored to machine-assisted knowledge at scale, this role helps ensure content investments are prioritized, governed, measurable, and designed to support both human and AI consumers.

In this role, you will:

• Business Partnership and Strategic Consulting
• Serve as the primary content strategy partner and trusted advisor to assigned business units, developing a deep understanding of business goals, operational workflows, customer and associate experiences, challenges, and emerging priorities.
• Build strong relationships with business leaders, product teams, operations leaders, and knowledge stakeholders to ensure content requirements are identified early and incorporated into planning processes.
• Lead discovery sessions, stakeholder interviews, workshops, and analysis activities to identify business needs, experience gaps, knowledge challenges, and opportunities for content intervention.
• Translate business objectives into actionable content strategies that improve performance, adoption, findability, usability, consistency, and customer outcomes.
• Facilitate strategic discussions that help stakeholders evaluate options, make prioritization decisions, and align on content investments.
• Establish ongoing engagement models that maintain awareness of organizational changes, product enhancements, service offerings, operational initiatives, and emerging content needs.

• Content Portfolio Planning and Prioritization
• Own the content strategy portfolio for assigned business units.
• Develop and maintain content roadmaps that align business priorities with organizational capacity and enterprise objectives.
• Partner with stakeholders to proactively identify upcoming initiatives requiring content support.
• Lead prioritization discussions across competing requests, balancing business impact, customer needs, operational requirements, and strategic objectives.
• Identify opportunities to consolidate, retire, modernize, or expand content investments based on business value and performance data.
• Communicate portfolio status, risks, dependencies, and recommendations to leadership and stakeholders.
• Support annual and quarterly planning activities by representing content strategy priorities and resource needs.

• Content Strategy Development
• Lead qualitative and quantitative analyses of content ecosystems, user journeys, search behavior, support trends, and business processes to identify strategic opportunities for improvement.
• Conduct content audits, gap analyses, and content ecosystem assessments to identify opportunities for optimization, modernization, consolidation, and AI readiness.
• Develop evidence-based content strategies that improve content effectiveness, customer experience, operational efficiency, and AI readiness.
• Define strategic content requirements, experience principles, channel approaches, governance recommendations, and success measures for assigned initiatives.
• Partner with Content Architecture and Information Architecture to ensure strategic requirements are reflected in content models, metadata frameworks, taxonomy structures, and publishing approaches.
• Ensure content strategies align with enterprise content standards, governance frameworks, and future-state architecture direction.
• Use customer, user, and associate research insights to inform content strategy recommendations and prioritization decisions.

• Content Performance and Business Outcomes
• Define success measures and performance indicators for content initiatives.
• Partner with analytics teams to evaluate content performance and identify opportunities for optimization.
• Use customer behavior, search analytics, support trends, operational metrics, and business feedback to inform strategy decisions. Synthesize customer, associate, and user research insights to identify experience gaps and inform content strategy recommendations.
• Connect content investments to measurable business outcomes such as reduced support effort, improved adoption, improved task success, increased content effectiveness, and improved AI retrieval performance.
• Present findings, recommendations, and strategic insights to leaders and stakeholders.

• AI Readiness and Content Experience Strategy
• Partner with Content Architecture, Information Architecture, Analytics, and AI program teams to support content strategies that improve utilization of content by AI and improve answer quality for users.
• Evaluate content ecosystems through an AI-readiness lens, identifying opportunities to improve structure, discoverability, metadata quality, consistency, and governance.
• Help establish priorities for content modernization efforts that support emerging AI experiences and knowledge delivery models.
• Ensure strategic recommendations support both human and machine consumption of content.

• Governance, Standards, and Strategic Leadership
• Promote adoption of enterprise content standards, governance models, and best practices across assigned business units.
• Contribute to enterprise content strategy frameworks, playbooks, and operating models.
• Drive adoption of content standards, governance practices, and organizational change across distributed stakeholder groups.
• Identify emerging content management, knowledge management, and content experience trends that may influence future strategy.
• Serve as a strategic advisor on content-related decisions, helping stakeholders navigate complexity and make informed investment choices.
• Influence decisions through consultation, expertise, data, and business acumen rather than formal authority.

• Cross-Functional Partnership
• Partner with:
• Content Architecture
• Information Architecture
• Content Engineering
• Platform leaders and owners
• Product teams
• Business unit knowledge teams
• Analytics teams
• AI and GenAI program teams
• Ensure business priorities, content strategies, and experience requirements are clearly understood and translated into scalable execution plans.
• Provide strategic guidance throughout implementation to maintain alignment with intended outcomes.

To succeed in this role:

• 810+ years of experience in content strategy, knowledge management, content design, content operations, digital experience strategy, or related disciplines.
• Experience partnering with senior business leaders and stakeholders in a consultative capacity.
• Strong business acumen and the ability to connect content investments to operational and organizational outcomes.
• Experience developing content strategies, roadmaps, governance approaches, and prioritization frameworks.
• Ability to analyze complex information, synthesize findings, and communicate recommendations to diverse audiences.
• Familiarity with structured content principles, content modeling, information architecture, taxonomy, metadata, and content governance concepts.
• Understanding of AI-readiness principles, search optimization, content performance measurement, and modern content ecosystems.
• Exceptional communication, facilitation, influence, and relationship-building skills.

• Bonus points if you have:
• Experience with Salesforce Knowledge (Including DataCloud & Experience Cloud), SharePoint, DataBricks or similar knowledge management platforms.
• Experience with content analytics, search platforms, or digital experience measurement.
• Experience working within structured content environments, including DITA or similar component-based content management approaches.
• Background in service design, customer experience, support operations, or workflow analysis.
• Experience supporting enterprise AI initiatives or AI-enabled knowledge experiences.

Role boundaries and partnership

• This role owns business-unit content strategy, portfolio planning, prioritization, stakeholder engagement, and content performance outcomes. It is accountable for identifying and defining strategic content needs but is not the primary owner of enterprise content architecture, information architecture, taxonomy governance, or detailed content modeling.
• The role partners with the Content Architecture and Information Architecture roles to ensure strategic requirements are translated into scalable content structures, governance practices, and implementation plans.
• This position reports to the Director of Content Strategy and Architecture.