Need clear experience in UX writing, Copywriting and content design

Overall purpose of role:

- To build, test publish and maintain highly complex semantically structured content that delivers customer-centred solutions in line with an Omni channel content strategy.

As well as delivering change into the live environment, the production manager will organise, lead and deliver a programme of production work across specific platforms and segments and broaden the scope of the producer role to a more multi-skilled position by:

- Effectively managing an authoring service for efficient delivery of small and medium complexity content additions and changes

- Delivering a portfolio of complex change against a business roadmap or platform release schedule, building a bank of specialist platform knowledge in the process

- Being a champion and owner of best practice CMS governance, including any semantic content governance and reuse strategies,

- Take a lead on delivery of efficient content authoring capabilities across the platform, working closely with MarTech and BX teams to realise and

- Constantly innovating and experimenting to deliver a truly amazing customer experience

Key Accountabilities:

- Support the Head of Production in driving the significant production transformation required across BUK Digital & Innovation.

- Line manage production executive(s), setting a clear and measurable personal development plan, devoting regular diarised time to coaching and development exercises and setting clear business objectives with regular catch-ups to review those objectives.

- Provide direction and guidance and encourage initiative rather than merely instructing and supporting.

- Set a contract between manager and report that leads to an open, honest and productive relationship with mutual constructive feedback at every opportunity.

- Provide praise and encouragement for the right behaviour and approach.

- Channel subject matter experts for all AEM content managed sites and content types within BUK, which include customer facing public websites such as secure channels such as the App and Online Banking.

- The role holder requires a technical understanding of the integrations between AEM and all tools and applications to deliver content to our BUK domains,

- The role holder will work collaboratively with BX and platform teams to transform authoring experience, with focus on increased efficiency in delivery whilst ensuring risk, control and governance adherence.

- Ensure that all our customer journeys match our content strategy and customer experience principles.

- Challenge briefs that prioritise business needs over customer experience and work with stakeholders to provide superior solutions.

- Maintain a high customer focus and be aware of the competitive market and trends within the marketplace.

- Always employ industry best practice in content production. Be lean and be experimental.

- Use sophisticated collaborative practices to get an objective view of the customers needs.

- Become an expert in translating customer data and feedback into content deliverables. Introduce and test ideas and working practices.

- Upload complex editorial, research, product and marketing campaign content to the relevant websites using various web Content Management Systems and AEM in particular.

- The role holder will be responsible for large scale projects involving the migration and development of entire sites.

- The role holder will manage the web content changes processes and the complex demand requests submitted through these to ensure that all changes meet brief and stakeholder requirements, and that all changes are implemented.

- Ensure appropriate and accurate application of brand guidelines and appropriate use of templates and design frameworks.

- Know and understand the KPIs and metrics for marcomms and our content strategy principles. Use this deep understanding when building content.

- The production manager will combine technical ability with a keen customer focus as part of a multi-skilled team that enables mobility, progression skill-sharing and creative collaboration

- Implement business strategy by following a continuous optimisation programme, advocating the use of aftercare in all projects so that we improve the value of content as a business asset

- Role-model our desired behaviours and support the embedding of a genuinely collaborative spirit, inside and outside our team - help make Digital Content Execution a great place to work.

- Make banking simple for our customers. Use experience, insights and creative brilliance to design content that is personalised, human, honest and effective. Use content to get the customer where they want to be, help them when they need support and communicate the values

- Put our content strategy into practice. Work closely with the content strategy team and know our principles off by heart. Give feedback to the strategy team so that they can improve the guidelines and use those guidelines in all our projects

Stakeholder Management:

- Actively communicate with senior stakeholders throughout the business to broadcast the value of content production

- Build a strong business network at AVP and VP level. Look for opportunities to share results with senior leaders.

- Identify senior people who share the same business interests in order to create a mutually beneficial relationship.

- Ensure that all influential colleagues are aware of the content production team and of the value they provide.

- Ensure that the production team are viewed as valuable business partners and passionate customer advocates.

- Always respect the skills and analysis of our tester and sub-editors, taking an objective approach to reaching creative brilliance.

- Support agile content delivery across BUK

- Work with colleagues across the bank that we are using our content to enhance reputation as a leader in financial innovation

- Be a team lead on the floor. Be a go-to person for any questions on customer experience with a particular expertise in AEM production

Leadership:

- Become a strong, visible team lead - particularly in the leadership of people, projects & purpose. Be authentic and lead by example with real credibility and a good sense of humour.

- Be the production lead on our biggest and most challenging projects. Always take personal accountability for a projects success

- Always take an open-minded and collaborative approach to work, challenging where its appropriate and giving constructive feedback on a regular basis

- Always choose face-to-face conversations or phone conversations over emails. Dont pass on allegations and hearsay without substantive evidence

- Take initiative and resolves business problems with effective business skills and stakeholder management rather than escalating to senior leadership. Hold challenging conversations, build relationships based on trust as well as mutually beneficial business arrangements and develop a strong personal brand

- Always question why we are following a particular strategy as well as how we are doing it.

- When making decisions, use a combination of data, expertise and intuition. Stand by your decisions and be accountable for failure as well as success.

- Acknowledge your strengths as well as areas for development, and agree challenging performance and development objectives

- Love your craft. Set yourself clear objectives and avoid unnecessary distractions. Understand your motivations your career aspirations and your development gaps.

- Use effective time management, planning and prioritising so that you can approach your job with creativity, passion and enthusiasm

Risk and Control Objective:

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

Person Specification:

Essential Skills/Basic Qualifications:

- Subject knowledge: Strong experience and strong knowledge of all elements of content management and platforms. Experience of AEM, Adobe Workfront, Adobe Assets, JIRA & confluence tools.

- Influencing skills: Intermediate experience in advocating the use of content management as a UX discipline that provides a valuable business asset and is a cornerstone of any true customer experience strategy.

- A great attention to detail

- The ability to work as a part of a team

- A focus on what is best for the online customer

Desirable skills/Preferred Qualifications:

- An understanding of HTML and basic CSS