Manager, Content Intelligence/Knowledge Designer

Labcorp•Durham, NC

4d•Hybrid

About The Position

Content Intelligence & Knowledge Design is responsible for ensuring employees can easily find, understand, and act on information across digital employee experiences. This role combines content strategy, analytics, knowledge management, user-centered design, and communications to create a high-performing self-service ecosystem. The role serves as both the architect and optimizer of content experiences, using data and employee insights to identify content gaps, improve search effectiveness, increase self-service success, and create clear, empathetic, and actionable content that reduces employee effort. This position partners closely with HR CoEs, Communications and business stakeholders to continuously improve knowledge, portal content, AI-enabled experiences, and employee communications.

Requirements

Bachelor's Degree
7 or more years' of progressive experience in content strategy, knowledge management, employee communications, digital experience, UX writing, or related disciplines.
5 or more years' leading enterprise content governance, taxonomy, editorial standards and knowledge management programs.
5 or more years' experience using analytics to measure content effectiveness and drive improvements.
Strong writing, editing, and content design skills.
Ability to translate complex concepts into clear, employee-friendly language.

Nice To Haves

5 or more years' experience with ServiceNow HRSD, knowledge management platforms, or employee portals.
5 or more years' experience developing content standards, governance models, and content strategies.
5 or more years' experience with search analytics, taxonomy, content intelligence, or AI-powered knowledge systems.
5 or more years' experience in employee experience, human-centered design, digital products or related disciplines.
5 or more years' experience creating dashboards and reporting using analytics tools.

Responsibilities

Measure and analyze content performance across HR portals, knowledge bases, virtual assistants, and employee communications.
Evaluate whether content successfully resolves employee needs and reduces support requests.
Monitor key performance indicators including search success, content engagement, case deflection, employee satisfaction, and knowledge helpfulness.
Develop dashboards, reporting, and insights to guide content strategy and investment decisions.
Conduct regular content audits and identify opportunities to improve findability, usability, and effectiveness.
Leverage analytics, employee feedback, and behavioral data to drive continuous improvement.
Design, create, and optimize employee-facing content, including knowledge articles, portal content, guides, communications, and digital experiences.
Establish and maintain standards for: Voice and tone, Communication style, Empathy and inclusion, Readability and plain language, Content consistency.
Design content experiences that support search, self-service, and AI-driven experiences.
Establish and maintain content governance practices, quality standards, and review processes.
Develop content lifecycle management processes including creation, maintenance, retirement, and optimization.