Content Lead – CX

Department: Customer Experience (CX)

Experience: 7–10 Years Why This Role Rocks

Content today isn't just about words—it's about creating meaningful experiences that inform, influence, and convert. As our Content Lead – CX, you'll shape the content strategy that powers digital experiences across websites, thought leadership, SEO, GEO, PR, and community platforms.

You'll combine strategic thinking, editorial excellence, audience insights, and emerging AI capabilities to build content ecosystems that strengthen brands and deliver measurable business impact. If you're passionate about storytelling, data-driven content, and leading teams to create exceptional work, this is your chance to make a lasting impact.

The Impact

You'll Drive

Content Strategy

Develop content strategies aligned with business objectives, brand positioning, customer journeys, and audience needs.

Define content pillars, messaging frameworks, editorial calendars, channel strategies, and content formats.

Translate audience research, customer insights, search trends, and platform behaviour into actionable content plans.

Identify content gaps and recommend content creation, optimisation, repurposing, consolidation, or retirement strategies.

Build scalable content frameworks that work across brands, markets, and digital platforms.

Drive content strategies across websites, blogs, thought leadership, PR, knowledge assets, SEO, GEO, and community platforms such as Reddit and Quora.

Partner with SEO and GEO specialists to leverage keyword research, prompt research, competitor insights, and citation opportunities.

Establish clear success metrics and content performance frameworks alongside Analytics and SEO teams.

Editorial Leadership

Define editorial standards for writing, tone of voice, accuracy, consistency, and quality.





Review, edit, and refine content produced by internal teams, freelancers, agencies, and AI-assisted workflows.

Develop comprehensive content briefs outlining audience, objectives, messaging, formats, and expected outcomes.

Ensure consistency in brand voice across every customer touchpoint.

Maintain rigorous standards for research, fact-checking, and source validation.

Mentor writers and editors through structured feedback and coaching.

Collaborate with subject matter experts to transform complex information into engaging, audience-friendly content.

Balance storytelling, user experience, search intent, and business objectives across all content initiatives. Stakeholder & Team Leadership

Lead, mentor, and develop content writers, editors, freelancers, and external content partners.

Collaborate closely with CX, UX, Design, SEO, GEO, PR, Social Media, Analytics, and Technology teams.

Present content strategies, recommendations, and performance insights to clients and senior stakeholders.

Manage multiple projects, timelines, review cycles, approvals, and publishing schedules.

Support new business pitches, strategic proposals, content audits, and client presentations.

Build efficient processes for content planning, briefing, production, governance, publishing, and continuous optimisation.

What It

Takes to Nail This Role

7–10 years of experience in Content Strategy, Editorial, Digital Content, Journalism,



Communications, Content Marketing, PR, Publishing, or related fields.

Proven experience building and presenting end-to-end content strategies independently.

Strong understanding of customer journeys, audience behaviour, digital ecosystems, and brand storytelling.

Expertise in developing messaging frameworks, content architectures, editorial calendars, and governance models.

Experience leading cross-functional content initiatives across multiple digital platforms.

Strong editorial judgement with exceptional writing, editing, and storytelling capabilities.

Proven people leadership experience managing writers, editors, freelancers, or agency partners.

Excellent presentation, communication, and stakeholder management skills.

Comfortable leveraging Generative AI tools for research, ideation, content optimisation, workflow automation, and productivity.

Familiarity with SEO, GEO, content performance metrics, and analytics-driven optimisation.

Bachelor's or Master's degree in Communications, Journalism, English, Media Studies, Marketing, Advertising, Public Relations, or a related discipline.

The Skills That

Seal the Deal

Content Strategy | Editorial Leadership | Customer Experience (CX) | Content Marketing | Brand Storytelling | Thought Leadership | Editorial Planning | Content Frameworks | Content Architecture | SEO | Generative Engine Optimization (GEO) | AI-Assisted Content | Website Content | PR Content | Knowledge Management | Reddit Marketing | Quora Marketing | Editorial Calendars | Content Governance | Stakeholder Management | Team Leadership | Research & Insights | Google Analytics | Google Search Console | Semrush | Ahrefs | ChatGPT | Gemini | Perplexity | Content Management Systems (CMS)

📌 Content Lead - CX (Mumbai)
🏢 Kinnect
📍 Mumbai