Head of Content Experience

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:

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:

Brand and product storytelling frameworks

Messaging architecture

Customer intent and decision‑support content

Discovery and conversion content strategies

Experience Design

Navigation and usability optimization

PDP and commerce experience design

Content Production

Design, video, motion, copy, and visual content creation

Production quality standards

Content Operations

CMS and DAM operations

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

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

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

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