Senior Content & UX Strategist, Digital Customer

📍 Job Overview

Job Title: Senior Content & UX Strategist, Digital Customer

Company: Principal Financial Group

Location: United States (Specific city/region not specified, likely near a major Principal Financial Group hub)

Job Type: Full-Time

Category: Digital Customer Experience & Strategy (with strong elements of Operations, UX, and Content Management)

Date Posted: February 13, 2026

Experience Level: Senior (9+ years required, AI indicates 10+ years)

Remote Status: On-site (AI-derived, based on lack of remote indication and company culture)

🚀 Role Summary

• Lead the definition and execution of content and user experience (UX) strategies for corporate digital properties and the mobile application, driving customer engagement and business outcomes.

• Manage and develop a team of content publishers and UX designers, fostering a culture of collaboration and continuous improvement in digital experience delivery.

• Integrate AI-driven insights and intelligent content systems to optimize content performance, personalization, and scalability across enterprise platforms.

• Drive operational excellence in content governance, information architecture, and user journey optimization to ensure consistent, high-quality digital interactions.

• Partner cross-functionally with senior leaders, product, technology, marketing, and compliance teams to translate business goals into effective digital content and user experiences.

📝 Enhancement Note: While the title is "Senior Content & UX Strategist," the responsibilities heavily lean into operationalizing content and experience strategies at an enterprise scale, managing teams, and leveraging technology for optimization. This role has significant operational components, particularly in content governance, process definition, and system utilization, making it highly relevant for operations professionals seeking to apply their skills in a strategic capacity within the digital customer experience domain. The AI-derived "On-site" status is an inference based on typical large financial institutions' policies and the lack of remote designation.

📈 Primary Responsibilities

• Define, lead, and execute comprehensive content and UX strategies for Principal Financial Group's digital properties and mobile app, aligning with customer outcome objectives and business goals.

• Lead, mentor, and develop a team of content publishers and UX designers, overseeing their contributions to strategic initiatives and daily operations.

• Effectively balance content operations (publishing, governance, quality assurance) with experience strategy (customer journeys, information architecture, user research, optimization).

• Develop and implement scalable content frameworks, messaging architectures, and governance models to ensure brand consistency, personalization, and quality across all digital touchpoints.

• Utilize AI-powered platforms and analytics tools to conduct A/B testing, measure content engagement, and drive continuous optimization of digital experiences.

• Collaborate closely with design, product management, analytics, technology, legal, and compliance teams to translate insights into actionable improvements and innovative digital solutions.

• Act as a strategic advisor to senior leadership on content and UX best practices, emerging trends, and the application of AI in digital customer engagement.

• Champion modern content, UX, and AI-assisted workflows, promoting a data-driven and customer-centric approach to digital experience development.

• Ensure all digital content and experiences adhere to accessibility standards (WCAG), SEO best practices, and regulatory compliance requirements.

• Manage relationships with external agencies and technology vendors as needed to support digital experience initiatives.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, team management, and hands-on operational oversight. The emphasis on "scalable content frameworks," "content governance," and "AI-powered platforms" indicates a need for strong process orientation and operational efficiency, common in Revenue Operations and Sales Operations roles focused on optimizing customer-facing processes.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 9+ years of progressive experience in content strategy, content writing, UX strategy, product experience design, or a similar digital customer experience role.

• Proven track record of successfully leading content and UX strategy teams for enterprise-scale websites and mobile applications.

• Demonstrated ability to shape and deliver end-to-end customer journeys through strategic content and experience design.

• Experience operating within complex, matrixed organizations and agile product development teams is essential.

Required Skills:

• Deep expertise in content strategy, content design principles, and user experience (UX) strategy.

• Strong command of customer-centered storytelling and narrative development.

• Analytical mindset with proven ability to leverage data, user research, and AI-driven insights for decision-making and optimization.

• Exceptional communication, influencing, and relationship-management skills, with the ability to build trust and followership across diverse stakeholders.

• Proficiency in developing scalable content frameworks, messaging architectures, and governance models.

• Experience with AI-powered platforms for content optimization and A/B testing.

• Strong understanding of accessibility standards (WCAG 2.1 AA or higher) and SEO best practices.

• Familiarity with design platforms such as Figma and Adobe Creative Suite.

• Experience with enterprise Content Management Systems (CMS).

Preferred Skills:

• Experience operating in federated models and managing change in high-evolution environments.

• Experience with customer journey mapping and optimization tools.

• Familiarity with personalization engines and dynamic content delivery systems.

• Knowledge of HTML/CSS and front-end development principles for content implementation.

• Experience working with external agencies and managing vendor relationships.

📝 Enhancement Note: The requirements emphasize a blend of strategic thinking, leadership, technical proficiency, and operational execution. The "9+ years" requirement, coupled with the mention of leading teams and enterprise-scale projects, positions this as a senior, impactful role. The preference for financial services experience is a key differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing strategic content and UX initiatives for enterprise-scale digital platforms (websites and mobile apps).

• Case studies demonstrating the development and implementation of scalable content frameworks, messaging architectures, and governance models.

• Examples of how data, user research, and AI-driven insights were leveraged to inform strategy and drive measurable improvements in customer engagement and outcomes.

• Documentation of experience in optimizing customer journeys, information architecture, and content performance through A/B testing and continuous improvement methodologies.

Process Documentation:

• Examples of process definitions for content lifecycle management, from ideation and creation to publishing, governance, and archival.

• Demonstrations of workflow design for content creation, review, and approval, ensuring efficiency and compliance in a regulated environment.

• Documentation of approaches to implementing and managing intelligent content systems and AI-assisted content workflows.

• Case studies illustrating the integration of content strategy with UX design and product development processes, particularly within agile frameworks.

📝 Enhancement Note: For a role of this seniority, a portfolio is critical. It should not just showcase finished products but the strategic thinking, process design, and operational execution behind them. Candidates should be prepared to articulate their methodologies for content governance, AI integration, and cross-functional process alignment.

💵 Compensation & Benefits

Salary Range: $104,400 - $165,000 per year

Benefits:

• Participation in a bonus program (for non-sales positions).

• Eligibility for sales incentives (if applicable to specific team functions or future roles).

• Flexible Time Off (FTO) program for salaried (exempt) employees, allowing for time off for vacation, personal needs, or short-term illness without a set accrual.

• Pension eligibility.

• Comprehensive benefits package designed to protect physical, financial, and social well-being (details typically include health insurance, dental, vision, life insurance, disability, 401(k) matching, etc., as commonly offered by large financial institutions).

Working Hours: 40 hours per week (standard full-time).

📝 Enhancement Note: The provided salary range is competitive for a senior strategic role in the financial services industry, particularly in a major US market. The "On-site" AI derivation suggests that benefits related to office presence, such as commuting support or on-site amenities, might also be part of the package. The Flexible Time Off (FTO) is a notable benefit for exempt employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically, a Fortune 250 company in the insurance, retirement, and investment sector). This industry context implies a strong focus on trust, security, regulatory compliance, and long-term customer relationships.

Company Size: Large enterprise; indicated by Fortune 250 status and likely a significant number of employees (Principal Financial Group has over 14,000 employees globally). This size means complex organizational structures, established processes, and a need for scalable solutions.

Founded: Principal Financial Group was founded in 1879, signifying a long history and deep-rooted expertise in financial services. This longevity suggests a culture that values stability, reliability, and innovation built on a foundation of experience.

Team Structure:

• The role sits within the "Digital Customer Experience" team, indicating a focus on digital touchpoints and customer interaction.

• This team likely comprises specialists in UX design, content strategy, content operations, analytics, and potentially front-end development.

Methodology:

• A strong emphasis on data-driven decision-making, leveraging AI-driven insights, and continuous improvement through A/B testing.

• Operations will likely be managed through a combination of established processes and agile methodologies, especially in product development.

• Customer-centered approach to strategy and design, aiming to create meaningful and effective customer interactions.

• Collaboration is key, requiring strong partnerships across various departments and potentially with external agencies.

Company Website: https://www.principal.com/

📝 Enhancement Note: As a large, established financial services firm, Principal Financial Group likely fosters a culture that balances innovation with stability and compliance. The "Digital Customer Experience" team is central to evolving how customers interact with the brand in an increasingly digital world. Professionals in operations roles will find opportunities to influence scalable processes and strategic initiatives within this environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level individual contributor and team lead role, focused on strategic direction and team development within the digital customer experience domain. It bridges strategic planning with operational execution.

Reporting Structure: The role reports to senior leadership within the Digital Customer Experience or a related marketing/technology division. It directly manages a team of content publishers and UX designers.

Operations Impact: The role has a direct impact on customer acquisition, retention, satisfaction, and overall digital engagement. By optimizing content and user experiences, it contributes to conversion rates, efficiency in customer service, and the overall brand perception and revenue generation for Principal Financial Group's digital channels.

Growth Opportunities:

• Leadership Expansion: Potential to grow into a Director-level role overseeing broader digital experience functions, managing larger teams, or leading more extensive strategic initiatives.

• Specialization: Deepen expertise in AI-driven content optimization, advanced personalization strategies, or specific areas of UX research and design.

• Cross-Functional Leadership: Opportunity to lead larger, cross-departmental digital transformation projects, influencing strategy across multiple business units.

• Industry Expertise: Develop deep knowledge of financial services customer needs and regulatory landscapes, becoming a subject matter expert.

📝 Enhancement Note: This role offers significant growth potential for operations-minded professionals who can translate strategic vision into executable plans and manage teams to achieve measurable results. The focus on digital transformation and AI provides a forward-looking career path.

🌐 Work Environment

Office Type: On-site role within Principal Financial Group's corporate offices. This environment typically offers structured workspaces, collaborative areas, and access to company resources.

Office Location(s): While the specific city is "UNAVAILABLE," Principal Financial Group has major hubs in Des Moines, Iowa; Charlotte, North Carolina; and other locations across the US. Candidates should expect to work from one of these established office locations.

Workspace Context:

• A collaborative environment where cross-functional teams (marketing, product, tech, compliance) regularly interact.

• Access to modern office amenities, technology infrastructure, and digital collaboration tools.

• Opportunities for in-person mentorship, team building, and direct engagement with colleagues and leadership.

Work Schedule: Standard 40-hour work week. While the role is on-site, the company's culture may offer some flexibility within the standard workday for task management and personal needs, especially given the FTO benefit.

📝 Enhancement Note: The on-site requirement suggests an environment that values in-person collaboration, team cohesion, and direct engagement, which can be beneficial for operations roles that often require close coordination and problem-solving with various departments.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition review of application and resume for alignment with core requirements.

• Hiring Manager Interview: Discussion focused on strategic experience, leadership capabilities, team management, and alignment with company values. Expect questions about past successes and challenges in content and UX strategy.

• Team/Peer Interviews: Meetings with potential direct reports (content publishers, UX designers) and cross-functional partners (product managers, marketing leads) to assess collaboration style, leadership approach, and technical/strategic fit.

• Portfolio Review: A dedicated session to present and discuss selected case studies from your portfolio. This is a critical component to demonstrate strategic thinking, process execution, and impact.

• Final Interview(s): Potentially with senior leadership to discuss overall vision, strategic impact, and cultural fit.

Portfolio Review Tips:

• Structure: Organize your portfolio by strategic initiative or key responsibility area. For each case study, clearly articulate:

  • The Business Problem/Opportunity
  • Your Strategic Approach (Content & UX)
  • Key Processes Leveraged (e.g., governance, AI integration, A/B testing)
  • Your Role and Team's Contribution
  • Achieved Outcomes/Results (Quantify with data and metrics where possible)
  • Lessons Learned

• Focus: Highlight examples that demonstrate leadership in developing scalable content frameworks, managing teams, and leveraging data/AI for optimization. Showcase your ability to balance strategic vision with operational execution.

• Presentation: Be prepared to walk through 2-3 key projects in detail. Focus on your strategic decision-making process, how you overcame challenges, and the measurable impact of your work.

Challenge Preparation:

• Be prepared for behavioral questions designed to assess leadership, collaboration, problem-solving, and strategic thinking.

• Anticipate questions about how you would approach specific challenges related to content governance, AI integration, or optimizing customer journeys at an enterprise scale.

• Think about how you would balance the needs of different stakeholders while maintaining brand consistency and driving business outcomes.

📝 Enhancement Note: The portfolio review is paramount for this role. Candidates should prepare detailed case studies that showcase not just design or content quality, but the strategic, operational, and leadership aspects of their work. Operations professionals should highlight their experience in process optimization, system implementation, and data-driven decision-making within these case studies.

🛠 Tools & Technology Stack

Primary Tools (Likely used or required familiarity):

• Content Management Systems (CMS): Enterprise-level platforms such as Adobe Experience Manager (AEM), Sitecore, or similar.

• Design & Prototyping Tools: Figma, Adobe XD, Sketch, Adobe Creative Suite (Photoshop, Illustrator).

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.

• Analytics & Reporting: Google Analytics, Adobe Analytics, Tableau, Power BI, internal reporting dashboards.

• AI-Powered Platforms: Tools for content optimization, personalization, A/B testing, and potentially AI content generation assistance (specific platforms will vary, but familiarity with the concepts is key).

• Customer Relationship Management (CRM): Salesforce, Microsoft Dynamics (for understanding customer data context).

• Web Accessibility Tools: WAVE, AXE, or similar for WCAG compliance checks.

• SEO Tools: SEMrush, Moz, Google Search Console.

Analytics & Reporting:

• Strong proficiency in using web analytics platforms to track content performance, user behavior, and conversion metrics.

• Ability to interpret data and translate findings into actionable content and UX strategies.

CRM & Automation:

• Understanding of how CRM data influences personalization and customer journey mapping.

• Familiarity with marketing automation concepts and their integration with digital content.

📝 Enhancement Note: Proficiency with enterprise-grade CMS and analytics tools is crucial. The mention of "AI-powered platforms" and "intelligent content systems" indicates a need for candidates to be comfortable with emerging technologies and data-driven optimization strategies, which are core to modern operations.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: All strategies and processes are designed with the customer experience as the primary focus.

• Data-Driven Decision-Making: Reliance on analytics, AI insights, and user research to inform strategic choices and measure impact.

• Collaboration & Partnership: Strong emphasis on working effectively across diverse teams to achieve shared goals.

• Innovation & Continuous Improvement: A mindset of seeking out new approaches, leveraging technology (like AI), and constantly refining processes and experiences.

• Accountability & Ownership: Taking responsibility for strategic direction, team performance, and the successful delivery of digital initiatives.

• Integrity & Trust: Upholding the highest standards in content, user experience, and business practices, especially within the regulated financial services industry.

Collaboration Style:

• Highly collaborative, requiring proactive engagement with product, technology, marketing, compliance, and business stakeholders.

• Focus on building strong working relationships and fostering a shared understanding of digital strategy and objectives.

• Emphasis on clear communication, transparent feedback, and a collective approach to problem-solving.

• Operations professionals are expected to facilitate smoother cross-functional workflows and ensure alignment on process and execution.

📝 Enhancement Note: The company values, particularly those related to integrity, trust, and data-driven decision-making, are critical for operations professionals in a financial services context. Understanding how these values translate into daily work and strategic planning will be key to cultural fit.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Driving digital innovation while adhering to strict financial services regulations and compliance standards.

• Enterprise Scale Complexity: Managing content and UX strategy across a large, established digital ecosystem with diverse user needs and business objectives.

• AI Integration: Effectively implementing and leveraging AI tools and insights without compromising data privacy, ethical considerations, or brand integrity.

• Team Development: Leading and motivating a team of creative professionals (content, UX) in a dynamic digital landscape, ensuring skill development and alignment with strategic goals.

• Cross-Functional Alignment: Securing buy-in and seamless collaboration from numerous departments with potentially competing priorities.

Learning & Development Opportunities:

• AI & Emerging Technologies: Deep dives into AI applications for content, personalization, and customer journey optimization.

• Advanced UX & Content Strategy: Opportunities to attend industry conferences, workshops, and training on cutting-edge practices.

• Leadership Development: Formal and informal leadership training programs to enhance management and strategic influence skills.

• Financial Services Expertise: Gaining in-depth knowledge of the financial services industry, its products, and regulatory environment.

• Mentorship: Access to senior leaders and experienced professionals for guidance and career development.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, regulated industries and offer substantial learning opportunities. Operations professionals can leverage their problem-solving skills to navigate these complexities and contribute to strategic solutions.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you developed and implemented a content strategy for a large-scale digital property. What were the key components of your strategy, how did you ensure scalability, and what were the measurable outcomes?"

• "How do you leverage AI and data analytics to inform content and UX strategies? Provide an example of a significant optimization you drove based on these insights."

• "Walk me through your process for developing and governing content frameworks and messaging architectures for an enterprise organization. What were the biggest challenges?"

• "How do you balance the needs of different business stakeholders with the goals of creating a consistent and user-centered digital experience?"

Company & Culture Questions:

• "What do you know about Principal Financial Group's digital presence and customer engagement strategy?"

• "How do you see the values of integrity and customer-centricity reflected in your work as a content and UX strategist?"

Portfolio Presentation Strategy:

• Narrative: Frame your portfolio presentations as strategic case studies. Clearly articulate the problem, your solution (strategy, process, team), and the results.

• Quantify Impact: Use metrics (e.g., engagement rates, conversion improvements, task completion times, reduction in support tickets) to demonstrate the business value of your work.

• Process Focus: For operations professionals, highlight the processes you established or optimized, the tools you utilized, and how you ensured efficiency and scalability.

• AI & Data: Specifically call out instances where you used AI or data analytics to drive decisions and improve outcomes.

• Leadership: Emphasize your role in leading teams, influencing stakeholders, and driving strategic initiatives.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, operational rigor, leadership capabilities, and a deep understanding of customer experience principles within a regulated industry. Candidates should be ready to articulate their methodologies and quantify their impact.

📌 Application Steps

To apply for this Senior Content & UX Strategist position:

• Submit your application through the Principal Financial Group careers portal via the provided link.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in enterprise-scale digital strategy, team leadership, content governance, AI integration, and data-driven optimization within regulated industries. Focus on achievements that demonstrate scalability and operational efficiency.

• Resume Optimization: Ensure your resume clearly articulates your 9+ years of experience, emphasizing leadership roles, strategic planning, and successful project delivery. Use keywords from the job description, such as "content strategy," "UX strategy," "digital customer experience," "AI-driven insights," and "scalability."

• Interview Preparation: Practice articulating your strategic approach, leadership style, and problem-solving methodologies. Prepare detailed examples for behavioral questions and be ready for a comprehensive portfolio review, focusing on process and impact.

• Company Research: Thoroughly research Principal Financial Group, its digital platforms, its stated values, and its position in the financial services market. Understand how your role contributes to the company's overall mission and customer engagement goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.