Contextual Content Lead

Summary

Join Employment Hero as their Contextual Content Lead and spearhead the strategy, design, and delivery of AI-powered content experiences. This critical role involves transforming static help content into dynamic, in-product guidance and automated support using GenAI and Agentic AI. You will manage a high-performing team, ensuring customers receive timely, relevant support within the product, improving self-service and reducing support costs. Key responsibilities include defining AI content strategy, overseeing AI-powered conversations, collaborating with Product, and leading team development. Success will be measured by improvements in self-service ratios, support ticket volume, customer satisfaction, and content engagement. This role requires expertise in NLP/NLU, AI governance, content design, information architecture, and experimentation, along with strong leadership and strategic thinking skills.

Requirements

• NLP/NLU Expertise - Understanding of dialogue systems, entity recognition, intent classification, and bot training
• AI Governance - Strategies for managing hallucinations and optimising generative models for accuracy and reliability
• Content Design & UX - Experience designing contextual content in intuitive, user-friendly formats across digital interfaces
• Information Architecture - Structuring knowledge for discoverability and AI consumption
• Experimentation - Skilled in A/B testing, content effectiveness experiments, and iterative improvement
• Vision-driven leadership with the ability to drive innovation and performance
• Cross-functional influence and collaboration across technical and non-technical teams
• Strong analytical and communication skills with a data-informed mindset
• Demonstrated growth mindset and adaptability in fast-changing environments

Responsibilities

• Define and deliver the AI content strategy that supports customer needs through GenAI and Agentic AI experiences across key markets (currently AU, NZ, UK, CA)
• Lead the development and maintenance of in-product helpers, embedded content, and AI-ready knowledge architecture
• Ensure all content is optimised for delivery through self-service and AI channels, maintaining consistency, accessibility, and brand tone
• Oversee the creation and refinement of AI-powered customer support conversations and workflows
• Lead the rollout of frameworks, policies, and governance for bot training, AI testing, and hallucination management
• Continuously improve GenAI/Agentic AI performance through data insights and experimentation
• Collaborate with Product to align content experiences with customer journeys and in-platform touchpoints
• Monitor content performance, using analytics and customer behavior data to improve effectiveness and automation
• Establish key metrics including self-service ratio, containment rate, ticket deflection, and customer effort score
• Manage and develop a team of content designers and conversational designers, fostering a collaborative, customer-centric culture
• Set performance expectations, provide feedback, and lead continuous improvement across all content delivery workflows
• Create clear prioritisation frameworks to ensure the most impactful work is delivered
• Increase the customer self-service ratio by improving the accessibility and effectiveness of AI-powered content
• Achieve measurable reductions in support ticket volume through high-quality contextual content and workflows
• Improve containment rate of AI interactions (GenAI and Agentic AI) to meet or exceed defined performance benchmarks
• Deliver a demonstrable improvement in customer effort scores (CES) and satisfaction (CSAT) related to help and support content
• Ensure AI-driven support experiences consistently meet usability, accuracy, and resolution quality targets
• Drive measurable improvements in content engagement rates (e.g., in-product helper usage, click-throughs, completion rates)
• Ensure all customer-facing content meets internal SLAs for accuracy, accessibility, localisation, and review cadence
• Implement and maintain version control and audit frameworks for content lifecycle governance
• Increase speed-to-publish of content updates and new content assets through automation and tooling improvements
• Establish and meet KPIs related to the quality and reliability of AI-generated conversations (e.g., reduced hallucination rate, user success rate)
• Track and report on AI performance improvements driven by content refinement, metadata structuring, and experimentation
• Deliver new AI content features and workflows on time and aligned to roadmap milestones
• Meet defined performance and engagement targets for direct reports, including retention, productivity, and quality outputs
• Develop and maintain clear role expectations, growth plans, and succession pipelines for the content and conversational design team
• Maintain a high eNPS or equivalent team engagement score, indicating a strong culture of collaboration and clarity
• Deliver key milestones on the contextual content roadmap in alignment with business priorities and product releases
• Successfully lead cross-functional initiatives that support long-term automation, AI enablement, and content scalability goals
• Report regularly to stakeholders on progress against strategic goals, operational KPIs, and customer impact metrics

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• A very generous paternity leave policy
• Subsidised egg freezing
• A WFH office expense budget
• Outstanding learning & development opportunities