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Designs and governs the enterprise retrieval architecture across search, semantic indexing, and AI ingestion pipelines. Manages authority, provenance, and corpus composition to reduce equivocality and hallucination. Oversees RAG tuning, embedding strategies, vector store optimisation, and retrieval evaluation frameworks (precision, recall, attribution). Influences product teams and content owners to create AI-legible, structurally sound, authoritative content. Leads telemetry-driven improvement across search and AI experiences.

Champions accessibility issues across the entire strategic portfolio. Solicits feedback and advice from organisational stakeholders with specific assistive needs.

Formalises approaches and successfully operates audience and channel coordination in a complex multi-channel environment, through a sophisticated communications matrix, aligning messaging purpose with granular audience segmentation.

Engages with brand stakeholders to ensure that the internal expression of the organisation's brand is appropriate and considered as part of the brand strategy and development process.

Manages the benefits from a planned requirement including contributing business cases or cost-benefit analyses and plans to monitor benefits post-implementation.

Creates a programme of ongoing business benefits analysis including continuous post-implementation benefits analysis. Influences decision makers with the appropriate communication of accrued benefits and suitable framing of context.

Manages the delivery of internal communications across a multi-channel environment, working to an editorial calendar. Operates an improvement cycle framework to track messaging impact and audience engagement, with a set process to make subsequent improvements to channel performance.

Proactively manages the strategic environment to initiate strategy formation as required. Actively socialises strategy with identified stakeholders throughout the strategic lifecycle

Designs and manages a sustainable, enterprise-level programme of community development that aligns with HR processes, learning strategies, professional development, marketing offerings and other organisational elements.

Manages a sustainable content design programme that takes into account the information needs of diverse user groups and the related objectives of key stakeholders, designing and deployment content as needed. Establishes content design standards and patterns for others to employ. Ensures measurement and improvement processes are in place. Governs content design across domains, ensuring semantic coherence, chunking strategy, authority markup and retrieval-readiness at scale.

Leads the strategy and execution of the organisation's content ecosystem, ensuring content assets are managed through a full lifecycle, creation, publication, update, retirement, and archive, with embedded structural, semantic and provenance controls. Establishes standards and tooling for AI-legible content, oversees metadata governance, ensures multilingual and multicorpus alignment, and monitors content performance in retrieval and AI-driven systems. Coordinates content governance with taxonomies, search/retrieval frameworks, and organisational authority structures to ensure content remains accurate, findable, relevant and machine-ready.

Defines site and page templates or layouts and constituent components and web parts to publish content to meet different needs. Uses a content management system to drive effective personalisation. Ensures content can be reused across different pages, sites and channels.

Proactively manages the demand for content or changes in content strategy formation in response to changes and demands within the organisation. Actively socialises the strategy with identified stakeholders throughout the strategic lifecycle.

Designs and manages an enterprise programme of employee advocacy aligned to strategic goals with formalised platform, metrics, approaches and socialisation.

Designs and manages a single, sustainable enterprise-wide system of recording employees skills and expertise so that it is discoverable and supports core business processes, while aligning to learning and development strategies, HR processes and augmenting systems of record.

Develops and operates an institutionalised training programme for individual community and site managers with elements such as certification, formally-recognised roles, alignment with organisational learning programmes and a tiered and targeted system.

Details and maintains policies, standards and procedures around systems change.

Proactively manages the strategic environment to initiate strategy formation as required. Actively socialises strategy with identified stakeholders throughout the strategic lifecycle.

Implements a sustainable programme of ideas management aligned to strategic goals relating to innovation, learning, development and engagement, with an appropriate platform, incentivisation design, process for bringing ideas to fruition and improvement planning.

Develops and manages a sustainable and scalable programme of video and image design and creation of multimedia content, working with both in-house resources and external suppliers.

Works with existing service delivery teams to define and refine support processes and if necessary to detail appropriate exceptions.

Coordinates the organisation, labelling and navigation of multiple interrelated digital spaces and employs metadata schemas to bind together key data types and maximise findability. Establishes guidance and governance to ensure sustainable operation.

Develops security standards specific to new circumstances and domains and adapts to the strategic needs of the organisation.

Creates and maintains standards for interaction (such as a library of design patterns) for use across the organisation to ensure that interaction remains consistent and usable.

Initiates strategy formation as required by proactively navigating the strategic environment. Socialises strategy with identified stakeholders throughout the strategic lifecycle.

Designs and governs the organisation's localisation framework, ensuring multilingual coherence across all digital channels and platforms. Establishes authoritative translation processes, terminology systems, and governance controls to maintain semantic, legal, and operational consistency across linguistically-diverse regions. Oversees the provenance and lifecycle of multilingual content, ensuring regional variants remain trustworthy, versioned, and reliably ingested by AI and retrieval systems. Acts as the steward of global–local coherence across the digital ecosystem.

Creates and manages a sustainable programme of improvement cycles, aligned to business benefits and based on measurable or trackable goals, as part of 'business as usual' activities.

Defines policies and formal approaches relating to moderation, facilitation and conflict resolution, with successful dissemination, socialisation and ongoing management through enterprise-wide training, process design and alignment with governance frameworks.

Oversees and stewards operational governance across the entire digital ecosystem. Designs and evolves governance processes to maintain coherence, compliance, and accountability at scale. Establishes frameworks for content lifecycle, ownership, metadata integrity, and corpus quality across platforms, including AI-enabled systems where retrieval and accuracy depend on consistent operational discipline. Intervenes to resolve cross-platform governance failures, address systemic issues, and ensure that the organisation's digital estate remains controlled, current, and trustworthy.

Proactively and strategically manages a service platform taking into account factors such as change, capacity management, security, upgrades and patches.

Oversees a suite of complementary tools with formal process throughout their lifecycle including usage guidance, intra-product governance, improvements, replacements and planned decommissioning. Manages adoption strategically, recognising that poorly adopted AI tools carry misinformation risk as well as low usage.

Coordinates programmes of interrelated projects and provides oversight and assistance to project managers.

Creates and manages a formal company-wide training and engagement programme to train and coach authors, editors and publishers, with courses, materials and touch-points targeted to different needs and abilities, including those with new content-related responsibilities.

Coordinates risk management activities across a wide range of activities not limited to a particular IT service or process. Influences stakeholders to commit to risk management activities. Identifies and manages epistemic risk — the organisational consequences of AI systems producing confident but unreliable outputs — and works to reduce the conditions that allow misinformation to propagate.

Leads curation strategy across social platforms. Defines tagging and signal standards, trains contributors, and governs the quality and coherence of social metadata. Integrates automation and AI-supported surfacing to elevate high-value contributions, manage feed or homepage placement, and ensure community knowledge remains discoverable and trustworthy.

Creates a generalised programme of stakeholder engagement that is ready to comment or feedback on plans or ideas when the need arises. Brings stakeholders together and create value and consensus. Proactively manages the stakeholder landscape, taking into account organisational and personnel changes.

Proactively manages the strategic landscape by implementing governance models with multiple levels of steering bodies appropriate to level and interest, and appropriately initiates the revision and approval of strategy and the resulting projects and initiatives.

Derives, guides and documents specific solutions or approaches to agreed requirements. Coordinates others to implements solutions. Creates complex software at a high standard of quality.

Details and maintains policies, standards and procedures around systems testing. Coordinates the large-scale and/ or automated testing of projects. Advises stakeholders on the appropriate test strategy given particular circumstances.

Develops and executes a programme of tacit knowledge capture and dissemination around different processes with appropriate incentivisation, and with knowledge made accessible digitally with codification (project and after action reviews, exit interviews etc).

Oversees enterprise taxonomies across systems and languages. Integrates AI techniques such as concept extraction and semantic modelling. Leads governance of automated classification.

Details an ongoing programme of user research including comprehensive documentation on audience characteristics (such as personas, segmentation or demographic data) for use by other projects or programmes.

Details and operates a standard system of user testing with documented criteria for appropriate effort for different developments. Trains others to moderate user tests.

Creates a large scale visual communication framework, such as an entirely new intranet site design, and works with other delivery teams (such as developers and content publishers) to execute the design successfully.

Takes on editorial responsibility for an intranet or other related digital workplace channels. Ensures all content is targeted and purposeful to intended goals, through writing and editing.