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Scaling a high-performing content team
Leadership
Context
When I stepped into my role in 2023, the content team wasn't operating at its full potential. Our work was often reactive, our process lacked visibility, and handoffs with product and design were messy. We needed stronger systems, clearer expectations, and a culture that empowered people to lead.
The problem
When I stepped into my role in 2023, the content team wasn't operating at its full potential. Our work was often reactive, our process lacked visibility, and handoffs with product and design were messy. We needed stronger systems, clearer expectations, and a culture that empowered people to lead.
What I did
I restructured the team, introduced operational clarity, and created a culture where content designers could do their best work—and grow while doing it.
How I made it work
- Hired and onboarded six content designers with complementary skill sets
- Introduced a Workfront ticketing system to bring visibility to our work and reduce last-minute asks
- Created and led a mentorship program, pairing senior and junior designers across product teams
- Launched rituals like retros, documentation sprints, and monthly CoP sessions to promote alignment and reuse
- Piloted AI tooling for component-based UI copy, reducing manual effort by 20% in early tests
- Facilitated a difficult but successful team transition, helping one designer move into a better-fit role within the bank
- Connected operational changes to real launches—our intake system helped accelerate two platform rollouts: Global Transaction Banking and Investor Solutions
The results
- Increased team visibility and stakeholder trust—our team became the go-to reviewers for major content work
- Cut average intake-to-delivery timelines by streamlining internal workflows
- Designers began leading initiatives across the org, from CoP sessions to AI prototypes
- 360° feedback called out our team as "collaborative," "safe," and "high performing"
- New hires ramped up faster with improved onboarding docs and clearer processes
Why it matters
Building a strong content team goes beyond hiring great people. It's about creating the conditions for autonomy, trust, and momentum. We didn't just grow headcount. We grew capability, credibility, and output.
Date
April 2023
Creating the conditions for autonomy, trust, and momentum
Context
When I stepped into my role in 2023, the content team wasn't operating at its full potential. Our work was often reactive, our process lacked visibility, and handoffs with product and design were messy. We needed stronger systems, clearer expectations, and a culture that empowered people to lead.
The problem
When I stepped into my role in 2023, the content team wasn't operating at its full potential. Our work was often reactive, our process lacked visibility, and handoffs with product and design were messy. We needed stronger systems, clearer expectations, and a culture that empowered people to lead.
What I did
I restructured the team, introduced operational clarity, and created a culture where content designers could do their best work—and grow while doing it.
How I made it work
- Hired and onboarded six content designers with complementary skill sets
- Introduced a Workfront ticketing system to bring visibility to our work and reduce last-minute asks
- Created and led a mentorship program, pairing senior and junior designers across product teams
- Launched rituals like retros, documentation sprints, and monthly CoP sessions to promote alignment and reuse
- Piloted AI tooling for component-based UI copy, reducing manual effort by 20% in early tests
- Facilitated a difficult but successful team transition, helping one designer move into a better-fit role within the bank
- Connected operational changes to real launches—our intake system helped accelerate two platform rollouts: Global Transaction Banking and Investor Solutions
The results
- Increased team visibility and stakeholder trust—our team became the go-to reviewers for major content work
- Cut average intake-to-delivery timelines by streamlining internal workflows
- Designers began leading initiatives across the org, from CoP sessions to AI prototypes
- 360° feedback called out our team as "collaborative," "safe," and "high performing"
- New hires ramped up faster with improved onboarding docs and clearer processes
Why it matters
Building a strong content team goes beyond hiring great people. It's about creating the conditions for autonomy, trust, and momentum. We didn't just grow headcount. We grew capability, credibility, and output.