Senior Product & Content Architect – BlackBerry Secusmart

Role Overview

Senior Product Experience & Content Architect for Black Berry Secusmart who bridges customers, Product Management, Engineering, Customer Success and Technical Communications. Responsible for translating customer insights into product requirements and ensuring these insights are reflected in world‑class product documentation, enablement content and AI‑driven knowledge experiences. Acts as the Voice of the Customer, influences product strategy and roadmap priorities, and leads the adoption of AI‑enabled content development practices.

• Customer Experience & Voice of Customer Leadership
  • Develop deep understanding of customer business objectives, operational workflows, pain points and product usage patterns.
  • Partner with customers, partners, sales teams, solution architects and customer success teams to identify unmet needs and improvement opportunities.
  • Represent the Voice of Customer across Product Management, Engineering and Executive Leadership teams.
  • Create and maintain user personas, customer journey maps and operational use cases.
  • Differentiate customer‑requested features from underlying business problems to deliver maximum customer and business value.
• Product Strategy & Requirements Development
  • Translate customer insights, operational challenges and market feedback into actionable product requirements and business cases.
  • Collaborate with Product Managers to identify, validate and prioritize high‑value use cases that improve adoption and competitive differentiation.
  • Support roadmap planning with customer‑driven insights and strategic recommendations.
  • Analyze emerging customer needs, market trends, competitive offerings and industry developments to identify future product opportunities.
  • Advocate for customer outcomes throughout the product lifecycle.
• Documentation Leadership & Ownership
  • Own the end‑to‑end lifecycle of customer‑facing documentation across the Black Berry Secusmart portfolio.
  • Lead creation, maintenance and continuous improvement of product documentation, administrative guides, deployment guides, operational procedures, release documentation and knowledge base content.
  • Ensure documentation accurately reflects real‑world customer workflows, user personas and operational use cases.
  • Assess impacts of new features, architectural changes, regulatory requirements and product releases on documentation.
  • Maintain high standards of content quality, consistency, usability, accessibility and regulatory compliance.
• AI‑Enabled Content Strategy & Knowledge Management
  • Lead the evolution of AI‑assisted content development and knowledge management practices.
  • Identify opportunities to leverage Artificial Intelligence to accelerate content creation, maintenance, localization, validation and publishing processes.
  • Serve as the human reviewer and validation authority for AI‑generated customer‑facing documentation and technical content.
  • Develop governance frameworks, standards and best practices for the responsible use of AI in documentation workflows.
  • Drive creation of scalable, intelligent and reusable content architectures to support future AI‑powered customer experiences.
• Audience‑Focused Content Development
  • Design and deliver content tailored to diverse audiences, including end users, administrators, security officers, IT operations teams, executives, support teams, government evaluators, auditors and regulatory bodies.
  • Ensure content reflects specific goals, workflows, technical capabilities and business outcomes of each audience.
  • Develop content that explains features and helps customers maximize business value and product adoption.
• Cross‑Functional & Strategic Collaboration
  • Collaborate closely with Product Management, Engineering, UX, Customer Success, Sales, Marketing and…