Lead Content Strategist

ADP is hiring a Lead Content Strategist

Locations:
Alpharetta GA, Roseland NJ, Maitland FL, Tempe AZ, Norfolk VA, El Paso TX, Schaumburg IL

In this role, you will support the Knowledge & Performance Support organization. This role serves as the strategic link between business priorities and content outcomes, partnering with business units to define content strategies, prioritize investments, and ensure content effectively supports associates, clients, and AI-powered experiences.

This role blends business partnership, content strategy, portfolio planning, and content experience design. It works closely with Content Architecture, Information Architecture, Content Engineering, Analytics, Product, and Operations teams to ensure content initiatives are aligned to enterprise priorities and deliver measurable business value.

If you enjoy solving complex business problems, influencing stakeholders, shaping strategic direction, and using content as a lever to improve performance and experience outcomes, this may be the role for you.

As ADP evolves from human-authored to machine-assisted knowledge at scale, this role helps ensure content investments are prioritized, governed, measurable, and designed to support both human and AI consumers.

In this role, you will:

• Serve as the primary content strategy partner and trusted advisor to assigned business units, developing a deep understanding of business goals, operational workflows, customer and associate experiences, challenges, and emerging priorities.

• Build strong relationships with business leaders, product teams, operations leaders, and knowledge stakeholders to ensure content requirements are identified early and incorporated into planning processes.

• Lead discovery sessions, stakeholder interviews, workshops, and analysis activities to identify business needs, experience gaps, knowledge challenges, and opportunities for content intervention.

• Translate business objectives into actionable content strategies that improve performance, adoption, findability, usability, consistency, and customer outcomes.

• Facilitate strategic discussions that help stakeholders evaluate options, make prioritization decisions, and align on content investments.

• Establish ongoing engagement models that maintain awareness of organizational changes, product enhancements, service offerings, operational initiatives, and emerging content needs.

• Own the content strategy portfolio for assigned business units.

• Develop and maintain content roadmaps that align business priorities with organizational capacity and enterprise objectives.

• Partner with stakeholders to proactively identify upcoming initiatives requiring content support.

• Lead prioritization discussions across competing requests, balancing business impact, customer needs, operational requirements, and strategic objectives.

• Identify opportunities to consolidate, retire, modernize, or expand content investments based on business value and performance data.

• Communicate portfolio status, risks, dependencies, and recommendations to leadership and stakeholders.

• Support annual and quarterly planning activities by representing content strategy priorities and resource needs.

• Lead qualitative and quantitative analyses of content ecosystems, user journeys, search behavior, support trends, and business processes to identify strategic opportunities for improvement.

• Conduct content audits, gap analyses, and content ecosystem assessments to identify opportunities for optimization, modernization, consolidation, and AI readiness.

• Develop evidence-based content strategies that improve content effectiveness, customer experience, operational efficiency, and AI readiness.

• Define strategic content requirements, experience principles, channel approaches, governance recommendations, and success measures for assigned initiatives.

• Conduct content audits, gap analyses, and content ecosystem assessments to identify opportunities for improvement.

• Partner with Content Architecture and Information Architecture to ensure strategic requirements are reflected in content models, metadata frameworks, taxonomy structures, and publishing approaches.

• Ensure content strategies align with enterprise content standards, governance frameworks, and future-state architecture direction.

• Use customer, user, and associate research insights to inform content strategy recommendations and prioritization decisions.

• Define success measures and performance indicators for content initiatives.

• Partner with analytics teams to evaluate content performance and identify opportunities for optimization.

• Use customer behavior, search analytics, support trends, operational metrics, and business feedback to inform strategy decisions. Synthesize customer, associate, and user research insights to identify experience gaps and inform content strategy recommendations.

• Connect content…