HR Partnership and Delivery - Digital Content and Governance Lead

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The HR Partnership & Delivery (HRP&D) – Digital Content & Governance Lead strategises and governs HR knowledge systems (repositories), collaborating with technology partners and HR content owners to enhance Citi's HR content for optimal employee and manager experience. This role develops and executes strategies to prepare HR content for AI and Large Language Models (LLMs) across Citi's internal employee‑facing platforms like Citi For You, Service Now HR Help Centre, and Citi Assist, ensuring standardised writing for consistency and clarity.

Responsibilities include managing content approvals,
handling outdated (legacy) materials
, engaging HR stakeholders to meet audience needs, and partnering with technology to prioritise development. The position focuses on empowering content owners with robust management and governance capabilities and provides dedicated change management support to the HR Partnership & Delivery (HRP&D) team for successful adoption of new processes and technologies.

• Lead content governance for key HR knowledge repositories (Citi For You, Service Now HR Help Centre, Citi Assist), ensuring relevance and integrity.
• Develop and execute strategies to prepare HR knowledge content for advanced technologies like AI and LLMs.
• Drive content evolution by collaborating with senior cross‑discipline HR stakeholders, achieving consensus on presentation and accuracy.
• Manage the end‑to‑end content lifecycle: approvals, managing legacy materials, and ensuring content meets audience needs via available technologies, in coordination with peer governance leads.
• Act as a critical liaison between HR and technology partners, ensuring business requirements for content platforms are documented, understood, and prioritised.
• Empower content owner teams with tools and knowledge for robust content management and governance.
• Champion continuous improvement of HR knowledge content as you apply Lean methodologies (principles focused on maximising value and minimising waste) to identify inefficiencies, and propose innovative solutions.
• Proactively simplify and standardise HR processes and technology solutions to enhance user experience and operational efficiency.
• Ensure rigorous accountability among process and content owners for content accuracy, timeliness, and compliance.
• Provide dedicated change management support to the HR Partnership & Delivery (HRP&D) team's initiatives, including impact assessment, communication strategies, and smooth transitions.

• Exceptional communication and interpersonal skills, building strong relationships and influencing stakeholders at all levels, especially in change initiatives.
• A resilient, problem‑solving, and adaptable mindset, comfortable with ambiguity and committed to continuous learning.
• Strong leadership in driving change, fostering adaptability, and managing stakeholder expectations during transitions.
• Demonstrated leadership upholding client and operational excellence, promoting accountability, and fostering a collaborative, inclusive team.
• Strategic thinking with an optimistic, curious approach to change, proactively identifying future needs and driving innovative solutions.
• Ability to value diverse perspectives, show empathy, and encourage open dialogue for collective goals.

• Extensive experience in content governance, knowledge management, or similar roles within large, complex HR or enterprise environments.
• Proficiency with enterprise knowledge repositories and HR service delivery platforms (e.g., Service Now HR Help Centre, Microsoft SharePoint).
• Proven track record translating business requirements into clear, actionable user stories (short descriptions of features from an end‑user's perspective) for system development.
• Awareness of process improvement methodologies (e.g., Lean, Six Sigma) with demonstrated…