Head of Content Experience
Position Summary
HSAD USA is seeking a strategic leader to build and scale its Content Experience capability as a core business growth engine.
The Head of Content Experience is responsible for leading the Content Experience Group, overseeing Creative Strategy, Experience Design, Content Production, and Content Operations. This role owns the end-to-end Content Experience capability and drive measurable business impact through customer engagement, discovery effectiveness, conversion improvement, and scalable content operations.
This leader will drive the evolution from fragmented campaign-based execution toward an integrated Content Experience operating model that delivers measurable business impact across D2C, retail, marketplace, and emerging AI-driven discovery environments.
The ideal candidate combines customer experience thinking, content strategy, operational leadership, and business acumen to build scalable capabilities that support long-term growth.
Mission
Design and deliver customer-centric content experiences that drive discovery, engagement, and conversion across the customer journey.
Build and scale a Content Experience capability that enables HSAD USA to become a capability-based business impact partner through customer-focused content, experience innovation, operational excellence, and measurable business outcomes.
Organization Scope
The Head of Content Experience leads the following teams:
- Creative Strategy Team
- Experience Design Team
- Content Production Team
- Content Operations Team
This role is accountable for the overall effectiveness, maturity, scalability, and business impact of the Content Experience capability.
Key Responsibilities
1. Content Experience Leadership
Lead the development and execution of an integrated Content Experience strategy that supports customer discovery, evaluation, decision-making, and conversion.
Responsibilities include:
- Defining the Content Experience vision and roadmap
- Aligning content and experience initiatives with business objectives
- Ensuring consistency across customer touchpoints
- Driving customer-centric decision support experiences
- Connecting storytelling, product information, customer needs, and commerce experiences
2. Capability Leadership
Build and strengthen the four core Content Experience capabilities:
Creative Strategy
- Brand and product storytelling frameworks
- Messaging architecture
- Customer intent and decision-support content
- Discovery and conversion content strategies
Experience Design
- Customer journey design
- Information architecture
- Navigation and usability optimization
- PDP and commerce experience design
Content Production
- Creative asset development
- Design, video, motion, copy, and visual content creation
- Modular content production systems
- Production quality standards
Content Operations
- CMS and DAM operations
- Content governance
- Localization management
- Content lifecycle management
- Content scalability and reusability
3. Business Impact Ownership
Ensure Content Experience initiatives contribute directly to business performance.
Responsibilities include:
- Improving content effectiveness and customer engagement
- Increasing discoverability and conversion performance
- Enhancing PDP and product experience performance
- Driving content reuse and operational efficiency
- Supporting revenue growth through improved customer experiences
Partner closely with Client Service, Channel Operations, and Media Performance teams to align content investments with business goals.
4. Operational Excellence
Develop scalable operating models that improve speed, efficiency, quality, and consistency.
Responsibilities include:
- Establishing content governance standards
- Improving workflow efficiency
- Optimizing resource allocation
- Creating repeatable content frameworks
- Standardizing processes across channels and platforms
Lead continuous improvement initiatives that increase organizational effectiveness and scalability.
5. Cross-functional Leadership
Serve as the primary Content Experience leader across the organization.
Collaborate closely with:
- Client Service Group
- Channel Operations Group
- Media Performance Team
- AX Transformation Office
- LG stakeholders and business leaders
Ensure alignment between customer needs, business priorities, and execution teams.
6. Team & Organizational Development
Build a high-performing Content Experience organization.
Responsibilities include:
- Talent development and succession planning
- Capability assessment and development
- Hiring and workforce planning
- Coaching and leadership development
- Performance management
Foster a culture of collaboration, accountability, innovation, and continuous learning.
7. AI-Enabled Content Evolution
Partner with the AX Transformation Office to modernize content workflows and capabilities.
Responsibilities include:
- Supporting adoption of AI-enabled content workflows
- Improving content scalability through technology and automation
- Developing AI-ready content structures
- Enhancing operational efficiency through process innovation
This role is responsible for capability adoption and business application, while the AX Transformation Office provides transformation leadership and enablement.
Qualifications
Required Experience
- 12+ years of experience in customer experience, content strategy, digital commerce, creative operations, marketing transformation, or related disciplines
- Experience leading multidisciplinary teams across content, design, production, and operations
- Experience managing large-scale digital content ecosystems
- Strong understanding of customer journey design and content-driven business growth
Preferred Experience
- D2C and commerce environments
- Retail and marketplace ecosystems
- Content operations and governance
- Customer experience optimization
- Workflow transformation and operational scaling
- AI-enabled content environments