Experience Content Design & Strategy Supervisor
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Job Description:
The Experience Content Design and Strategy Supervisor role leads the development and execution of experience content strategy across multiple UPS digital projects, defining how content supports end-to-end customer journeys to ensure experiences are intuitive, consistent, and aligned with business goals. Working at the intersection of content, design, and technology, this role partners with cross-functional teams to create scalable, user-centered solutions, translating user needs and business objectives into cohesive strategies that drive engagement, conversion, and overall experience quality.
Responsibilities
- Defines and drives content strategy across multiple digital touchpoints, ensuring alignment with customer journeys, brand standards, and business objectives
- Partners with Design System team to create consistent, reusable content patterns and scalable content models
- Collaborates with Journey Mapping teams to identify content opportunities, pain points, and moments that matter across the end-to-end user experience
- Works with Personalization and Targeting/Testing teams to design and implement tailored content experiences that improve engagement and conversion
- Leads content strategy for digital initiatives, ensuring messaging, structure, and tone are optimized for usability and clarity
- Translates user insights, behavioral data, and business goals into actionable content and experience recommendations
- Supports and influences experimentation strategies (A/B and multivariate testing) to validate content effectiveness and drive continuous optimization
- Identifies dependencies, risks, and opportunities across initiatives, proactively aligning stakeholders and ensuring executional success
- Develops and presents strategic recommendations, frameworks, and performance insights to senior stakeholders
- Ensures content quality, accessibility, and consistency across platforms and channels
- Advocates for user-centered design principles and best practices in content design and digital experience
Qualifications
Required
- Must live in the same geographic location as the role or be willing to self-relocate to the area
- Must have a bachelor's degree (or international equivalent) or be a current employee with a minimum of three years of UPS experience
- Demonstrates ability to create content strategies that support complex digital ecosystems and customer journeys
- Shows strong understanding of UX writing, information architecture, and content design principles
- Displays strong writing, editing, and storytelling skills with attention to clarity, tone, and consistency
- Maintains familiarity with SEO/GEO practices and evolving trends that impact content discoverability
- Possesses experience working with design systems and creating scalable content patterns
- Displays proven ability to work cross-functionally with design, product, marketing, and technology teams
- Demonstrates strong communication skills with the ability to influence stakeholders and drive alignment
- Possesses experience leveraging analytics, user research, and testing to inform content strategy decisions
- Conveys familiarity with personalization, targeting, and experimentation frameworks
- Shows ability to manage multiple initiatives, prioritize effectively, and ensure timely delivery
- Exhibits strong problem-solving skills and attention to detail
Preferred
- Bachelor’s degree in communications, UX, human-centered design, marketing, journalism, or related field
- Possesses experience with digital platforms, content management systems, and marketing/experience technology (e.g. Figma, Adobe Analytics, Adobe Experience Manager, and AI writing tools)
- Demonstrates familiarity with enterprise-level digital ecosystems and omnichannel experience strategies
Additional Information
- This job is an internal pay grade 20F
- The last day for internal candidates to apply for this position is June 29, 2026 (11:49 PM EST)
- Relocation assistance is not available for this role.
Employee Type:
PermanentUPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Other Criteria:
UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.
Basic Qualifications:
Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.