Senior Content & UX Strategist, Digital Customer

📍 Job Overview

Job Title: Senior Content & UX Strategist, Digital Customer

Company: Principal Financial Group

Location: United States

Job Type: Full-time

Category: Digital Experience Strategy / Content Operations

Date Posted: February 13, 2026

Experience Level: 9+ years

Remote Status: On-site

🚀 Role Summary

• Lead the strategic definition and execution of content and user experience (UX) across corporate digital properties and the mobile application, driving customer engagement and business outcomes for a Fortune 250 financial services brand.

• Oversee and develop teams of content publishers and UX designers, fostering a collaborative environment that balances hands-on guidance with strategic vision and modern workflow adoption.

• Drive the integration of content operations, including publishing, governance, and quality assurance, with overarching experience strategy and optimization efforts.

• Develop and implement scalable content frameworks and messaging architectures to ensure consistency, personalization, and high performance across enterprise-level digital platforms.

• Leverage AI-powered platforms and data analytics for continuous improvement, including A/B testing, content optimization, and enhancing customer journey effectiveness.

📝 Enhancement Note: This role is positioned as a Senior Strategist within Digital Customer Experience, implying a significant level of autonomy, strategic influence, and team leadership. The focus on "AI-driven insights," "intelligent content systems," and "scalable processes" indicates a need for a candidate with a forward-thinking approach to digital content and user experience within a large, regulated enterprise. The mention of "Fortune 250 financial services brand" underscores the importance of compliance, data security, and understanding complex customer needs.

📈 Primary Responsibilities

• Define and lead comprehensive content and UX strategies for corporate digital experiences and the mobile app, aligning with business stakeholders to achieve defined customer outcomes.

• Lead and mentor a team of content publishers and UX designers, providing both strategic direction and hands-on guidance to foster professional development and high performance.

• Seamlessly integrate content operations (publishing, governance, quality) with experience strategy (journeys, information architecture, optimization) to ensure cohesive digital product delivery.

• Develop and implement robust, scalable content frameworks and messaging architectures that promote consistency, personalization, and quality across the enterprise digital footprint.

• Utilize AI-driven platforms and methodologies to conduct A/B testing, optimize content performance, and enhance user engagement, cultivating a culture of continuous improvement.

• Collaborate closely with design, product, analytics, technology, and compliance teams to translate data-driven insights and user research into actionable digital experience enhancements.

• Act as a strategic advisor to senior leadership on modern content, UX, and AI-assisted workflows, while mentoring teams on best practices and innovative approaches.

• Partner with business stakeholders to translate strategic objectives into tactical content and experience design plans that drive measurable business results.

• Ensure all digital content and experiences adhere to brand standards, accessibility guidelines (WCAG), and regulatory compliance requirements.

📝 Enhancement Note: The responsibilities highlight a dual focus on strategic leadership and operational oversight within digital customer experience. The emphasis on "content operations" and "experience strategy" moving "in lockstep" suggests a need for a candidate who can bridge the gap between content creation/management and user journey design and optimization. The requirement to "leverage AI-powered platforms" points to a need for proficiency in modern content technologies and data-driven optimization techniques.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent experience in a relevant field such as English, Communications, Marketing, Human-Computer Interaction, or a related discipline.

Experience: 9+ years of progressive experience in content strategy, content writing, UX strategy, or product experience, with a proven track record of leading initiatives for enterprise-scale websites and mobile applications.

Required Skills:

• Demonstrated success leading content and UX strategy teams for enterprise-scale websites and mobile applications.

• Deep expertise in content strategy and user experience (UX) strategy and delivery, with the ability to shape end-to-end customer journeys.

• Strong command of customer-centered storytelling and content design principles, translating complex information into clear, engaging user experiences.

• Analytical mindset with proven experience using data, user research, and A/B testing results to drive strategic decision-making and content optimization.

• Ability to set high-level strategy and lead teams while fostering positive cultural dynamics through both direct leadership and consultative engagement.

• Excellent communication, influencing, and relationship-management skills, with the ability to effectively partner with business stakeholders, cross-functional teams, and senior leaders.

• Proven ability to build trust and followership across a complex, matrixed organization.

• Strong working knowledge of accessibility standards (WCAG 2.0/2.1 AA), SEO best practices, and their impact on content strategy and user experience.

• Proficiency with design platforms such as Figma or Adobe Creative Suite for reviewing and providing feedback on UX/UI designs.

• Experience with enterprise content management systems (CMS) for content governance, publishing workflows, and strategy implementation.

• Experience operating within agile product development teams and complex, matrixed organizational structures.

Preferred Skills:

• Experience in financial services or other highly regulated industries, understanding the nuances of compliance and risk management in digital content.

• Experience working in federated organizational models and environments undergoing significant change.

• Familiarity with AI-powered content platforms and tools for content generation, personalization, and optimization.

• Experience with information architecture (IA) and developing structured content models.

• Knowledge of customer journey mapping tools and methodologies.

📝 Enhancement Note: The extensive list of required skills emphasizes a blend of strategic thinking, leadership capabilities, technical proficiency, and a deep understanding of digital user experience within a regulated industry. The preference for financial services experience and experience in "federated models and high-change environments" suggests the company operates with a decentralized structure and is undergoing or has recently undergone significant transformation, requiring adaptability and strong stakeholder management.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of strategic content and UX frameworks developed for enterprise-scale digital platforms (websites, mobile apps).

• Examples of end-to-end customer journey mapping and optimization initiatives, demonstrating impact on user behavior and business goals.

• Case studies detailing the development and implementation of scalable content architectures and messaging strategies.

• Demonstrations of data-driven decision-making, including how A/B testing, analytics, and user research informed strategic choices and led to measurable improvements.

Process Documentation:

• Examples of content governance models and quality assurance processes implemented to ensure consistency, accuracy, and compliance.

• Documentation of workflow designs for content creation, publishing, and optimization, particularly those leveraging AI-assisted tools or agile methodologies.

• Case studies illustrating the implementation of continuous improvement processes, such as iterative A/B testing and performance monitoring for digital content.

• Examples of how information architecture was developed and maintained to enhance user navigation and content discoverability.

📝 Enhancement Note: For a role of this seniority, a robust portfolio is critical. It should not only showcase past work but also demonstrate strategic thinking, leadership, and the ability to drive measurable business outcomes through content and UX initiatives. The emphasis on "scalable processes" and "AI-driven insights" means candidates should be prepared to discuss their methodologies for implementing and managing these at an enterprise level.

💵 Compensation & Benefits

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

Benefits:

• Bonus Program: Opportunity to participate in a bonus program, reflecting performance-based recognition for non-sales positions.

• Flexible Time Off (FTO): Salaried (exempt) employees receive Flexible Time Off (FTO), providing paid time away for vacation, personal needs, or short-term illness without accrual or a set number of days, promoting work-life balance.

• Pension Eligibility: Eligible for participation in the company's pension plan, offering long-term retirement security.

• Comprehensive Health & Well-being: While not explicitly detailed, the company emphasizes "comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being," suggesting robust medical, dental, vision, and potentially wellness programs.

• Retirement Savings: Likely includes a 401(k) or similar retirement savings plan, common in large financial institutions.

Working Hours: 40 hours per week (standard full-time). While the role is on-site, the FTO policy suggests a commitment to work-life balance and flexibility in managing personal time.

📝 Enhancement Note: The salary range provided is a good benchmark for a Senior Strategist role in the US financial services sector, especially for a Fortune 250 company. The benefits package, particularly the FTO and pension eligibility, points to a company that values employee long-term commitment and well-being, which is often a draw for experienced professionals. Salary will be finalized based on location, experience, and other factors, so candidates should research local market rates for this experience level in their specific region within the US.

🎯 Team & Company Context

🏢 Company Culture

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

Company Size: Large enterprise (indicated by Fortune 250 status), suggesting a complex organizational structure, established processes, and a significant customer base.

Founded: Historically significant institution (founded prior to 1900, based on general knowledge of Principal Financial Group), indicating stability, deep-rooted values, and established market presence.

Team Structure:

• The Digital Customer Experience team is likely a key function within Marketing, Product, or Digital Transformation departments.

• This role leads a team of content publishers and UX designers, suggesting a direct management responsibility.

• The role requires close partnership with senior leaders and cross-functional teams across Marketing, Product, Technology, Agencies, and Compliance, indicating a highly collaborative and integrated work environment.

Methodology:

• Emphasis on data-driven decision-making, leveraging AI-powered insights, and A/B testing for continuous improvement.

• Adoption of modern content strategy and UX design principles, including customer-centered storytelling and journey optimization.

• Operation within agile product teams suggests an iterative development approach.

• Focus on scalable content frameworks and intelligent content systems for enterprise-wide consistency.

Company Website: https://careers.principal.com (and https://www.principal.com)

📝 Enhancement Note: Operating within a large, regulated financial services firm like Principal Financial Group means that processes, compliance, and risk management are paramount. The culture likely values stability, thoroughness, and a customer-centric approach, but also embraces innovation through digital transformation. The "federated model" and "matrixed organization" hints at a need for strong influencing skills and the ability to navigate complex internal structures.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Team Lead. This role is a step above a standard strategist, responsible for both strategic direction and team development, with significant influence on digital customer engagement. It represents a leadership path within digital experience and content strategy.

Reporting Structure: The role leads a team of content publishers and UX designers, and likely reports to a Director or VP level within the Digital Customer Experience, Marketing, or Product organizations. This position serves as a strategic advisor to senior leaders, indicating a high level of visibility.

Operations Impact: This role directly impacts millions of customers' engagement with Principal's digital properties. By optimizing content and user experience, it can drive increased customer satisfaction, higher conversion rates, improved operational efficiency (through clearer self-service content), and ultimately contribute significantly to customer retention and revenue growth for the company. The focus on "delivering customer outcomes" ties directly to business success.

Growth Opportunities:

• Leadership Advancement: Potential to grow into Director-level roles within Digital Experience, Content Strategy, or Product Management, overseeing larger teams or broader digital portfolios.

• Specialization: Deepen expertise in AI-driven content optimization, personalization strategies, or specific areas of UX design for financial services.

• Cross-Functional Mobility: Opportunity to move into broader product management, marketing strategy, or digital transformation roles within the organization, leveraging a deep understanding of customer digital journeys.

• Industry Thought Leadership: Potential to become a recognized expert within the financial services digital space, contributing to industry best practices.

📝 Enhancement Note: This role offers a clear growth trajectory within a large, stable organization. The combination of strategic leadership, team management, and direct impact on customer experience provides a strong foundation for career advancement in digital product and strategy roles. The emphasis on "delivering customer outcomes" and "measurable business outcomes" means that success in this role can be quantified and used to propel future career moves.

🌐 Work Environment

Office Type: On-site. The job description explicitly states the role is based in the United States without specifying remote work, and the "Work Authorization" section implies on-site presence for employees requiring sponsorship (though sponsorship is not offered).

Office Location(s): While the specific city is listed as "UNAVAILABLE," Principal Financial Group's headquarters are in Des Moines, Iowa. They also have significant operations in other US locations. Candidates should confirm the specific office location if this is a critical factor.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with various departments (marketing, product, technology, compliance, agencies), suggesting a dynamic and interactive workspace.

• Tools & Technology: Access to modern digital tools, AI platforms, design software (Figma, Adobe), and enterprise CMS is expected.

• Team Interaction: Opportunities to work closely with direct reports (content publishers, UX designers) and cross-functional partners, fostering knowledge sharing and problem-solving.

Work Schedule: Standard 40-hour work week. The Flexible Time Off (FTO) policy suggests a culture that supports work-life balance, allowing employees to manage their personal time effectively while meeting professional obligations.

📝 Enhancement Note: The "UNAVAILABLE" location detail is a common placeholder in job postings. Given Principal's known presence, candidates should assume it's likely within one of their major office hubs, with Des Moines, Iowa being the most probable for a senior role if not specified otherwise. The on-site requirement points to a preference for in-person collaboration and team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter will likely conduct a preliminary call to assess basic qualifications, cultural fit, and interest.

• Hiring Manager Interview: In-depth discussion with the hiring manager focusing on strategic experience, leadership style, team management approach, and specific examples of content/UX strategy execution.

• Team/Peer Interviews: Meetings with direct reports, cross-functional peers (e.g., from Product, Marketing, Technology), and potentially senior leaders to assess collaboration skills, subject matter expertise, and alignment with team dynamics.

• Portfolio Presentation: A dedicated session where candidates present a curated selection of their work, focusing on strategy, execution, challenges, and outcomes. This is a critical component for this role.

• Final Interview: May involve senior leadership to confirm strategic alignment and overall fit.

Portfolio Review Tips:

• Strategic Narrative: Structure your portfolio around strategic challenges, your approach, the solutions implemented, and the measurable outcomes achieved. Focus on the "why" behind your decisions.

• Demonstrate Leadership: Include examples of how you've led teams, mentored individuals, and influenced stakeholders across departments. Highlight your ability to manage diverse groups (content, UX).

• Showcase Process & Systems: Detail your experience in developing and implementing scalable content frameworks, messaging architectures, and leveraging AI/data for optimization.

• Quantify Impact: Use data and metrics (e.g., conversion rates, engagement metrics, efficiency gains, customer satisfaction scores) to demonstrate the ROI of your initiatives.

• Tailor to Principal: Research Principal's current digital presence, target audience, and business goals. Frame your portfolio examples to show how your skills can address their specific needs and challenges in financial services.

Challenge Preparation:

• Strategic Case Study: Be prepared for a potential case study or scenario-based question where you'll need to outline a content and UX strategy for a given digital challenge relevant to financial services.

• Problem-Solving Scenarios: Anticipate questions about how you handle conflicting stakeholder priorities, navigate complex organizations, or address issues with content quality or user experience.

• AI & Data Application: Be ready to discuss how you've used AI tools, data analytics, and A/B testing to inform strategic decisions and optimize digital experiences.

• Leadership & Team Development: Prepare examples of how you've developed talent, managed team performance, and fostered a positive and productive work environment.

📝 Enhancement Note: The emphasis on "content and UX strategy," "leading teams," and "AI-driven insights" means the interview process will likely be rigorous, with a strong focus on strategic thinking, practical application, and leadership capabilities. The portfolio presentation is a key opportunity to showcase expertise and strategic impact.

🛠 Tools & Technology Stack

Primary Tools:

• Content Management Systems (CMS): Enterprise-level CMS (e.g., Adobe Experience Manager, Sitecore, Acquia) for content governance, publishing, and workflow management.

• Design & Prototyping Tools: Figma, Adobe XD, or similar for reviewing UX/UI designs and collaborating on wireframes/prototypes.

• AI Platforms: Experience with AI-driven tools for content optimization, personalization, generation, or analytics (specific platforms not mentioned but expected).

• Analytics & Reporting Tools: Google Analytics, Adobe Analytics, or similar for tracking user behavior, content performance, and conversion metrics.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for deep analysis of website and app user behavior, traffic sources, and conversion funnels.

• Dashboarding Tools: Tableau, Power BI, or similar for creating and presenting performance dashboards to stakeholders.

• A/B Testing Platforms: Optimizely, Adobe Target, or in-house solutions for testing content variations, UX changes, and optimizing engagement.

CRM & Automation:

• CRM Systems: Familiarity with CRM principles and data integration, likely Salesforce or a similar enterprise CRM, for understanding customer data and personalization opportunities.

• Marketing Automation Platforms: Understanding how content integrates with broader marketing automation efforts.

• Collaboration & Project Management: Tools like Jira, Confluence, Asana, or Microsoft Teams/SharePoint for team collaboration, project tracking, and documentation.

📝 Enhancement Note: Proficiency in enterprise-grade CMS, analytics platforms, and collaboration tools is essential. The mention of "AI-powered platforms" is a key indicator that candidates should highlight any experience with AI tools in content strategy, optimization, or personalization. Familiarity with accessibility standards (WCAG) and SEO best practices will also be evaluated.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving customer needs through intuitive and valuable digital experiences.

• Data-Driven Decision-Making: Relying on analytics, insights, and testing to inform strategy and measure success, fostering a culture of continuous improvement.

• Collaboration & Partnership: Valuing strong relationships and effective communication across diverse teams and stakeholders to achieve shared goals.

• Innovation & Adaptability: Embracing new technologies (like AI) and methodologies to enhance digital offerings and navigate evolving market demands.

• Integrity & Trust: Upholding high standards of quality, accuracy, and compliance, especially critical in the financial services industry.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with Marketing, Product, Technology, and Compliance to ensure cohesive digital strategies and execution.

• Consultative Approach: Serving as a strategic advisor and subject matter expert, influencing stakeholders and building consensus through data and expertise.

• Team Empowerment: Leading and mentoring direct reports, fostering an environment of growth, accountability, and shared success.

• Agile Mindset: Working within agile frameworks to deliver iteratively, adapt to feedback, and maintain flexibility in a dynamic environment.

📝 Enhancement Note: Principal Financial Group, as a large financial services firm, likely emphasizes professionalism, integrity, and a long-term perspective. The "Digital Customer Experience" team, however, will also be driven by innovation and agility to meet evolving digital expectations. Candidates should demonstrate an understanding of balancing these aspects.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the need for cutting-edge digital experiences while adhering to strict financial services industry regulations and compliance requirements.

• Managing Complex Stakeholder Needs: Aligning diverse priorities and expectations from multiple departments (Marketing, Product, Tech, Legal, Compliance) within a matrixed organization.

• Scaling Content & Experience: Developing and maintaining consistent, high-quality content and UX across a vast digital footprint (web, mobile) for millions of users.

• Integrating AI Effectively: Successfully implementing and leveraging AI tools for content and UX optimization in a way that is ethical, efficient, and demonstrably beneficial.

Learning & Development Opportunities:

• Advanced AI in CX: Opportunities to lead and learn about the practical application of AI in customer experience, personalization, and content optimization.

• Strategic Leadership Development: Formal and informal training in leadership, change management, and strategic planning within a large enterprise.

• Financial Services Digital Transformation: Gaining deep insights into digital transformation within the financial services sector, a rapidly evolving industry.

• Cross-Functional Exposure: Developing a broader understanding of product management, marketing strategy, and technology architecture within a large financial institution.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, regulated industries. Successful candidates will demonstrate proactive problem-solving skills and a strategic approach to overcoming these hurdles. The growth opportunities align with career progression in digital strategy and leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you developed and executed a comprehensive content and UX strategy for a large-scale digital product (website/app). What were the key objectives, your approach, and the measurable outcomes?" (Focus on strategic thinking, execution, and impact).

• "How do you balance the need for innovative digital experiences with strict regulatory compliance in the financial services industry?" (Assess understanding of industry constraints and strategic navigation).

• "Walk me through your process for leveraging AI-driven insights and A/B testing to optimize content and user journeys. Provide a specific example." (Evaluate practical application of modern CX tools and data-driven methods).

Company & Culture Questions:

• "What do you know about Principal Financial Group's digital presence and customer experience? How do you see your role contributing to their business goals?" (Demonstrate research and ability to align with company objectives).

• "Describe your experience working in complex, matrixed organizations. How do you build trust and influence stakeholders across different departments?" (Assess collaboration and stakeholder management skills).

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, perhaps by strategic initiative or by key skill area (Strategy, Team Leadership, Optimization).

• Storytelling: For each case study, clearly articulate the problem, your strategic solution, the specific actions taken, the challenges encountered, and the quantifiable results.

• Visuals: Use clear visuals (screenshots, mockups, data charts) to support your narrative.

• Focus on Impact: Emphasize how your work drove business outcomes, improved customer satisfaction, or increased operational efficiency.

• Q&A Readiness: Be prepared to answer in-depth questions about your decision-making process, methodologies, and any potential alternative approaches.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic mindset, strong leadership capabilities, and a deep understanding of digital customer experience within a regulated environment. The ability to articulate complex strategies and quantifiable results will be key.

📌 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: Curate your professional portfolio to highlight 2-3 key projects that best demonstrate your experience in enterprise-level content strategy, UX leadership, AI-driven optimization, and team management. Tailor the narrative within each project to align with the responsibilities and preferred qualifications outlined in this job description, emphasizing financial services context where possible.

• Resume Optimization: Review and refine your resume to prominently feature keywords related to content strategy, UX design, digital customer experience, AI, A/B testing, agile methodologies, team leadership, and stakeholder management. Quantify your achievements with specific metrics and highlight your experience in regulated industries.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to discuss your strategic approach to content and UX, your leadership philosophy, and how you leverage data and AI. Rehearse your portfolio presentation, focusing on clear storytelling and impact demonstration.

• Company Research: Thoroughly research Principal Financial Group's current digital strategy, recent news, and their approach to customer experience. Understand their position in the financial services market and identify potential areas where your expertise can add significant value.

⚠️ 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.