Customer Content Lead

Responsibilities

• Lead, develop and inspire a high-performing team
• Oversee end-to-end content delivery, ensuring quality, pace and alignment to standards
• Work cross-directorate to improve collaboration, prioritisation and delivery
• Drive consistency through clear processes and effective capacity planning
• Use insight and data to improve content performance and customer experience
• Champion innovation to enhance delivery and impact

Requirements

• Demonstrable experience as a people manager, including capacity planning, target setting, performance management, coaching and development of teams (including remote or hybrid working).
• Proven ability to prioritise and manage multiple workstreams, delivering to time and budget while making sound, evidence‑based judgements.
• Experience developing, embedding and improving processes, policies and ways of working to drive quality, consistency and efficiency.
• Excellent stakeholder management, collaborative and influencing skills, with the ability to build strong relationships and manage challenge or conflict constructively.
• High levels of written, verbal and interpersonal communication, with strong attention to detail and quality standards.
• A creative, pragmatic and innovative mindset, confident in challenging established approaches and championing improved ways of working.
• Lead and support the team on copyright compliance, proactively resolving issues or blockers by working collaboratively with colleagues to enable timely delivery of customer content.
• Working knowledge of, or experience supporting teams that use, creative tools such as PowerPoint, Canva, Heyzine, Flipsnack, InDesign and Premiere Pro.
• Experience using data and insight to inform decision‑making, measure effectiveness and support continuous improvement.
• A good understanding of the education or assessment landscape, or experience working in a similarly complex environment, with an appreciation of the governance expectations that shape customer‑facing content.
• Demonstrated success in driving innovation and digital progression within content creation or delivery.

Preferred

• Experience leading a content team, training or events function within a complex organisation.
• Experience leading teams delivering video content across platforms such as YouTube and other digital channels, optimised for audience engagement and impact.
• Ability to embed content strategy, standards and best practice to drive consistency, quality and impact at scale.
• Strong commercial and analytical capability, using insight and performance data to inform decisions and prioritisation.