Content Strategy Specialist - AI Optimisation

For one of our clients, a global leader in the travel technology industry, we are looking for a Senior Specialist Digital Support. This is an exciting opportunity to join a team focused on transforming digital support into a proactive, self-service experience that empowers accommodation partners worldwide. Working at the intersection of content, analytics, AI, and digital experience, you will play a key role in reducing friction and improving partner satisfaction across critical digital touchpoints.

Contract Details

• Location: Amsterdam (Hybrid)
• Contract Duration: 6 months
• Contract type: Agency contract (Freelance also possible)
• Start Date: ASAP (November start preferred, flexibility available for the right candidate)
• Hours: 40 hours per week
• Working Model: Hybrid, with approximately 2 office days per week, preferably Tuesdays and Thursdays
• Travel Requirement: None

Key Responsibilities

• Analyse web, search, behavioural, and survey data to identify partner friction points and generate actionable insights that improve digital support experiences.
• Provide strategic, data-driven content briefs to content managers and writers, ensuring help content is structured and optimised to enable self-service and improve task completion.
• Collaborate with product, content, and platform teams to optimise AI-powered support experiences by improving knowledge base inputs and analysing conversational data.
• Plan, build, and execute targeted personalisation campaigns across digital channels, including Partner Hub banners and Salesforce Marketing Cloud email journeys.
• Support the development and validation of in-product measurement frameworks, evaluating self-service effectiveness, content findability, and user effort across key partner journeys.
• Develop hypotheses, create MVPs, and run A/B tests to measure content performance and optimise digital experiences.
• Manage project backlogs, timelines, and stakeholder alignment independently, ensuring successful delivery of key initiatives.
• Contribute to the broader mission of reducing unnecessary support contacts and helping partners resolve issues independently through digital channels.

What We Are Looking For

• 3 to 5+ years of experience in digital self-service, content strategy, digital support, customer experience, marketing technology, or a related field within an international environment.
• Strong understanding of content strategy, help centre ecosystems, knowledge bases, and how content drives user behaviour and task completion.
• Experience translating analytics and customer insights into clear, actionable content recommendations and improvement plans.
• Knowledge of Generative AI technologies and how large language models consume and retrieve information, including familiarity with RAG frameworks.
• Strong analytical skills, with experience using tools such as Google Analytics, Tableau, Qualtrics, Snowflake, or similar platforms.
• Experience with experimentation methodologies, including hypothesis development, MVP creation, and A/B testing.
• Excellent stakeholder management, communication, and project ownership skills.
• A proactive, curious mindset with strong empathy for end users and a willingness to investigate root causes of friction.
• Experience with Salesforce Marketing Cloud, digital support ecosystems, customer service environments, or AI productivity tools such as Gemini, Claude, or Glean is highly desirable.
• Bachelor's degree or equivalent practical experience. Relevant experience will be prioritised.

Interested? If you are passionate about digital experiences, content strategy, analytics, and AI-driven support innovation, we would love to hear from you. Apply today with your CV and, if available, examples of projects or portfolios demonstrating how you have improved user experiences, self-service journeys, or…

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