The Global HR Content Lead will spearhead the transformation of HR knowledge by leveraging AI-powered content strategies, intelligent knowledge systems, and data-driven user experience design.  

Working at the intersection of employee experience, technology enablement, and operational efficiency, you'll drive leadership alignment on content investment priorities, then orchestrate the operational transformation required to realize measurable business outcomes. 

What You'll Do 

Strategic Content Architecture  

• Partner on JLL's multi-year content strategy with the Head of Process & Content to ensure it aligns with HR transformation objectives, technology roadmap, and employee experience targets 

• Define content maturity model and roadmap to move JLL from reactive content creation to predictive, data-driven knowledge management 

• Establish strategic content principles that balance employee autonomy, compliance requirements, and operational scalability across diverse global markets 

• Build comprehensive business cases demonstrating ROI of content investment through case deflection modeling, efficiency gains, and employee productivity impact 

Enterprise Content Governance & Operating Model 

• Design governance framework that defines decision rights, content ownership models, quality standards, and escalation protocols 

• Establish tiered accountability structure assigning strategic oversight, tactical execution, and operational maintenance across HR Centers of Excellence 

• Create content lifecycle management processes that ensure materials remain current as policies, systems, and regulations evolve 

• Build review cadences tied to business cycles (benefits enrollment, performance management, system releases) to ensure proactive content updates 

Search, Discovery & Optimization 

• Apply AI-enhanced search optimization (semantic search, meta tagging) to help end users find meaningful content faster and with fewer clicks 

• Design and implement standardized content templates ensuring consistency across all knowledge articles, optimized for both human readability and AI parsing to improve Moveworks accuracy and search performance  

• Research the use of conversational AI and chatbot integrations (e.g., virtual agents within Workday) to automate FAQ resolution and reduce ticket volume 

Continuous Improvement 

• Partner with Process Data & Channel lead to identify content needs, knowledge gaps, and proactively address pain points before they generate support volume 

• Ensure reports and trend detection models are built to track self-service performance and benchmark against targets 

Collaboration & Scalability 

• Determine cadence and agenda of business reviews in partnership with Process Data & Channel lead to show content impact on service delivery metrics and employee productivity 

• Establish global and regional best practices that account for AI tool adoption maturity across markets 

• Build SME committees that validate AI-assisted content strategies, governance guides, and content plans 

Organizational Transformation & Stakeholder Leadership 

• Build cross-functional coalition of HR, IT, and business leaders who champion content strategy and commit resources to execution 

• Partner with change management to shift organizational mindset from "content as documentation" to "content as strategic asset" 

• Design training and enablement programs that build content creation capabilities across distributed HR teams 

• Create feedback mechanisms that capture employee voice and front-line HR insights to continuously refine content strategy 

• Manage Tier 3 content escalations requiring expert judgment on complex policy interpretation, conflicting guidance, or high-risk employee situations where existing content is insufficient or unclear 

Qualifications 

Required 

• Bachelor's degree 

• 5+ years of experience in content development, knowledge management, or digital HR experience 

• Hands-on experience with AI writing and content tools (e.g., ChatGPT, Claude, Copilot, Jasper, or similar) 

• Demonstrated ability to apply prompt engineering to generate, refine, and govern AI-assisted content 

• Familiarity with adding meta data and tagging within knowledge management platforms 

• Experience with knowledge management and case management systems (ServiceNow, Workday, Move Works, etc.) 

• Strong ability to translate complex business processes into clear, user-friendly documentation 

• Critical thinking, problem solving, and sound judgment — including the ability to evaluate AI-generated output for accuracy and bias 

• Proven understanding of the intersection between user needs, technology, and business goals 

Preferred 

• Experience implementing or managing AI chatbots or virtual agents in an HR service delivery context 

• Familiarity with people analytics platforms and data visualization tools 

• Exposure to responsible AI principles and content governance in an enterprise HR environment 

• Experience working in a multi-tiered global service delivery model