Content Strategist - Customer Education and Enablement

Job Description

At GHD, we don’t just believe in the power of commitment, we live and breathe it every day.

That’s why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.

Who are we looking for?

We're looking for a Content Strategist – Customer Education & Enablement to lead the development and continuous improvement of customer-facing product documentation and training content.

In this role, you’ll own the process for maintaining and improving product guides, onboarding materials, videos, and in-app walkthroughs. Your content will support customer success from first login through confident, independent product use. You'll work cross-functionally to understand product changes and customer needs, use analytics and feedback to guide improvements, and help scale a high-impact, self-serve experience that reduces reliance on direct support.

Duties and responsibilities include but not limited to:

• Create and maintain user guides, videos, and product walkthroughs tailored to different user roles and experience levels
• Work with Customer Success and Support to identify common customer pain points and proactively address them through self-serve resources
• Collaborate with the Training team to develop audio and video scripts, and edit Trainer recordings to produce highly polished walkthrough videos
• Research, recommend, and apply best practices and emerging technologies in learning theory, online teaching strategies, product adoption tools, and assessment strategies
• Participate in product launch processes to ensure timely and effective documentation support
• Conduct regular content audits to identify outdated information or gaps
• Define and manage documentation structure, taxonomy, and metadata tagging
• Participate in release planning meetings and product demos to stay current with upcoming features and changes
• Monitor knowledge base and help center analytics (e.g. top searches, bounce rate, article ratings, time on page)
• Track support ticket deflection metrics related to help content, and update underperforming articles accordingly
• Use internal search data to identify unaddressed topics or confusing terminology
• Create monthly or quarterly reports summarizing content usage trends and recommendations for improvement
• Partner with Product, Support, Customer Success, and Marketing to understand feature changes, customer pain points, and educational priorities
• Create and maintain templates and style guides to ensure consistency across all content types
• Apply content style guides, standard terminology, voice/tone standards, reading-level and plain language standard, and accessibility best practices to all customer-facing materials
• Review and edit contributions from other departments to ensure clarity, consistency, and usability
  
  

What you will bring to the team:

• Bachelor’s degree in Technical Writing, Communication, Instructional Design, eLearning, or a related field. Equivalent experience also considered
• 4 – 6 years’ experience developing customer-facing documentation and training materials for software products
• Experience owning the process for maintaining product documentation, onboarding materials, and training assets
• Excellent writing and editing skills, with a proven ability to clearly convey complex concepts and workflows to a variety of stakeholders
• Experience analyzing content performance analytics using Google Analytics, knowledge base analytics, or similar
• Experience creating and editing training videos using tools like Camtasia, Loom, or similar
• Experience using digital adoption tools to create feature walk-throughs and training courses, such as WalkMe, Whatfix, Pendo, or similar
• Familiarity with documentation platforms, knowledge bases, and version control
  
  

Work schedule: Monday to Friday / 2:00 pm to 11:00 pm / Hybrid

This job offer is based in Makati City.

Interested? Apply now.

Applicants must be a Filipino citizen or have the right to work in the Philippines.

About Us

Come together and make a meaningful impact.

We bring our people together to create something bigger and solve some of the world's most complex problems. Come and experience the power of commitment and see strategy and ideas come to life when you join GHD.

Let's drive real change.

Our Pledge to You

At GHD, we don’t just believe in the power of commitment, we live and breathe it every day.

That’s why we pledge to empower our people to make a positive impact. Combining our deep technical expertise with the capabilities of our clients and partners, we respond to some of the most complex challenges facing our planet today.

See where your commitment could take you.

That’s the #PowerOfCommitment

Who We Are

GHD is a global professional services company that leads through engineering, architecture, and construction expertise. We are an employee-owned company with over 11,000 diverse and skilled individuals, across more than 200 offices spanning five continents.

The Power of Commitment is our brand promise. It’s what makes us different. We are bound to our stated vision and determination to address humanity’s most urgent needs: to make water, energy and urbanisation sustainable for generations to come.