Content Strategy & Governance Manager, Customer Experience Center

Description

You will plan, create, govern and manage the full lifecycle of all content at the customer experience center (CEC), a 30,000-square-foot flagship on the company's Waukesha campus, targeted to open in September 2027.

The CEC is a strategic account platform where health system leaders see what the company can do for their patients, clinicians and business. Each visit should present one consistent company story that is accurate, persuasive, compliant and fitted to the person in the room.

You will link clinical experts, product teams, sales leaders, creative agencies and regulatory stakeholders, gathering input from 200+ subject matter experts and overseeing 130+ new content modules and interactive experiences across care pathways, modalities, software, AI and services.

This is a founding role on a CEC team of about 7 at opening, growing to 14 roles at full scale. You will work daily with the Journey Consultants and the Briefing Manager.

Content covers the lobby, the Journey Hub, the theater, oncology, neurology and cardiology pathways, cloud, AI and software, services and lifecycle, and PDx experiences.

Phase 1, January through September 2027, gets all content approved, modular and ready to personalize before launch. Phase 2, from September 2027, personalizes each visit and keeps the content current.

Responsibilities

• Define and build the CEC content architecture, aligned with the company's enterprise narrative and care pathway strategy.
• Design how products, software, services and AI capabilities fit together into coherent customer journeys.
• Set standards for structuring, tagging, maintaining and evolving content, including modular shelf content built for reuse.
• Coordinate clinical, product and segment experts with the experience design agency to finalize pathway narratives, interactives and launch content.
• Check that content is clinically accurate and correctly positions products and the market, and own the logic linking capabilities to clinical outcomes and health system challenges.
• Test content in the physical space during installation, trials and dry-run visits.
• Run regulatory, legal, brand and compliance review through established approval systems.
• Set lifecycle governance for versioning, refresh timing, retirement and CMS administration.
• Build each visit from 60 to 70% approved shelf content and 30 to 40% content personalized for the account.
• Join discovery and pre-visit calls with Sales, the Briefing Team and Journey Consultants, and tailor material for executive audiences.
• Act as ongoing steward and agenda planner for the CEC.
• Use post-visit surveys, debriefs and engagement data to find what works, then refresh or retire the rest.
• Launch new narratives with Marketing, Product and Clinical teams as the portfolio and launch calendar change.
• Create reusable modules that also support broader sales enablement.

Requirements

• Required: a bachelor's degree in healthcare, marketing, communications, life sciences or a related field.
• Required: 8+ years in healthcare content strategy, product marketing, clinical communications or a related role.
• Required: experience with healthcare technology, medical devices, digital health platforms or diagnostics.
• Required: a proven ability to turn complex clinical or technical information into clear, compelling narratives.
• Required: experience running content governance and regulatory review in a healthcare or regulated setting.
• Required: strong cross-functional collaboration, including coordinating large stakeholder groups.
• Required: strong writing, storytelling and presentation development skills.
• Preferred: experience supporting executive briefing centers, customer experience centers or strategic customer engagement programs.
• Preferred: experience managing content for digital, interactive or immersive environments, with familiarity with CMS and digital experience platforms.
• Preferred: experience coordinating content development with external creative agencies.
• Preferred: knowledge of healthcare care pathways and hospital operational workflows.
• You turn complexity into clarity without losing clinical credibility.
• You build governance that speeds work up rather than slowing it down.
• You bring many voices into one story and hold the line on quality.
• Follow the company's Quality Manual, Quality Management System and all applicable regulations.
• Complete all required training within the set timelines.
• Identify, document and report any quality or compliance concern without delay.
• Make sure all customer-facing content and demonstrations meet regulatory, clinical and legal approval requirements for each audience and geography.

Conditions

The role requires regular on-site presence, based in the Milwaukee / Waukesha area.

Applicants must be legally authorized to work in the United States. The company will not sponsor employment visas for this opening, now or in the future.

Any offer is conditional on passing a drug screen, where applicable.

The company does not currently require U.S. employees to be vaccinated against COVID-19, but some customers have vaccination mandates that may apply to certain employees.

Relocation assistance is not provided.