Content Strategist

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premium well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world

Team Function:

The Messaging and Knowledge Management Team manages both chat operations and enterprise knowledge systems, ensuring agents and customers receive timely, accurate support through AI-enhanced workflows. Daily functions include maintaining and optimizing the knowledge base, publishing updates via the WNS team, managing chat routing and escalation flows, overseeing content ingestion and chunking for GenAI, and coordinating change management for tools like Google Chat and Ask Service Ops. The team drives innovation by embedding Generative AI and Unified Search into agent and customer experiences—enabling conversational search, automated summarization, and predictive prompts that reduce contact volume, improve handle time, and enhance self-service capabilities

We are seeking a Content Strategist (AI-Optimized) with a strong foundation in user behavior analysis, AI/LLM capabilities, and intuitive search experience design. This role is pivotal in enhancing the effectiveness of AI-powered search tools by ensuring high-quality content, minimizing hallucinations, and improving user interaction through strategic prompt engineering and training.

Key Responsibilities:

• Monitor AI search usage and performance metrics to identify patterns, gaps, and areas for improvement.
• Analyze and troubleshoot poor AI outputs, including hallucinations, irrelevant results, or misinterpretations.
• Design and maintain a "Golden Set" of benchmark data/questions for LLM testing and performance evaluation.
• Collaborate with cross-functional teams to align content strategies with user needs and business goals.
• Conduct user training sessions and create documentation to improve AI tool adoption and effective usage.
• Leverage AI tools to streamline workflows, generate content, and analyze data for insights.
• Maintain documentation and reporting using Microsoft Office and Google Workspace tools.

Total Work Experience : 5 yrs to 9 yrs

English Proficiency : Intermediate

Required Branch(es) of study : Understands LLM/ Generative AI, Google, and Content Management

Skills Required

Content Management - Intermediate
LLM, Generative AI, and Prompt Engineering - Must to have

Excel - Advanced (7+ Years)
LLM - Intermediate (4-6 Years)
Office Suite - Intermediate (4-6 Years)
Google and Google Gemini - Intermediate (4-6 Years) - Must to have

Competitive compensation and benefits package:

Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally renowned group Private Health Insurance Pension Plan Paid Time Off Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

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