Worker Sub-Type:
Regular
Job Description:
Role Overview
As a Senior Product Experience & Content Architect for BlackBerry Secusmart, you serve as the strategic bridge between customers, Product Management, Engineering, Customer Success, and Technical Communications. You are responsible for understanding how customers use our products, identifying their most critical business and operational needs, translating those needs into meaningful product requirements, and ensuring those insights are reflected through world-class product documentation, enablement content, and AI-driven knowledge experiences.
In this senior role, you act as the Voice of the Customer within the organization, developing a deep understanding of customer workflows, user personas, adoption challenges, and high-value use cases. You work closely with Product Management to influence product strategy and roadmap priorities while maintaining ownership of the product documentation ecosystem across the Secusmart portfolio.
As the organization evolves its use of Artificial Intelligence, you will also lead the adoption of AI-enabled content development practices, serving as the human validation layer that ensures customer-facing content remains accurate, secure, compliant, and aligned with the needs of highly regulated and security-sensitive environments.
Key Responsibilities
Customer Experience & Voice of Customer Leadership
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Develop deep understanding of customer business objectives, operational workflows, pain points, and product usage patterns
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Partner directly with customers, partners, sales teams, solution architects, and customer success teams to identify unmet needs and opportunities for improvement
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Act as a trusted Voice of Customer representative, ensuring customer perspectives are effectively communicated across Product Management, Engineering, and Executive Leadership teams
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Develop and maintain user personas, customer journey maps, and operational use cases to improve both product strategy and content effectiveness
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Distinguish customer-requested features from underlying business problems to identify opportunities that deliver maximum customer and business value
Product Strategy & Requirements Development
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Translate customer insights, operational challenges, and market feedback into actionable product requirements and business cases
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Collaborate with Product Managers to identify, validate, and prioritize high-value use cases that improve customer outcomes, adoption, and competitive differentiation
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Support roadmap planning by providing customer-driven insights and strategic recommendations
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Analyze emerging customer needs, market trends, competitive offerings, and industry developments to identify future product opportunities
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Serve as a customer advocate throughout the product lifecycle, ensuring customer outcomes remain central to product decision-making
Documentation Leadership & Ownership
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Own the end-to-end lifecycle of customer-facing documentation across the BlackBerry Secusmart portfolio
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Lead the creation, maintenance, and continuous improvement of product documentation, administrative guides, deployment guides, operational procedures, release documentation, and knowledge base content
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Ensure documentation accurately reflects real-world customer workflows, user personas, and operational use cases
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Proactively assess documentation impacts resulting from new features, architectural changes, regulatory requirements, and product releases
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Maintain the highest standards of content quality, consistency, usability, accessibility, and regulatory compliance
AI-Enabled Content Strategy & Knowledge Management
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Lead the evolution of AI-assisted content development and knowledge management practices
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Identify opportunities to leverage Artificial Intelligence to accelerate content creation, maintenance, localization, validation, and publishing processes
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Serve as the human reviewer and validation authority for AI-generated customer-facing documentation and technical content
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Develop governance frameworks, standards, and best practices for the responsible use of AI in documentation workflows
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Drive the creation of scalable, intelligent, and reusable content architectures that support future AI-powered customer experiences
Audience-Focused Content Development
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Design and deliver content tailored to diverse audiences, including:
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End Users
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Administrators
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Security Officers
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IT Operations Teams
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Executives and Decision Makers
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Support Teams
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Government Evaluators and Auditors
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Regulatory and Certification Bodies
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Ensure content reflects the specific goals, workflows, technical capabilities, and business outcomes associated with each audience
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Develop content that not only explains features but helps customers maximize business value and product adoption
Cross-Functional & Strategic Collaboration
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Collaborate closely with Product Management, Engineering, UX, Customer Success, Sales, Marketing, and Operations teams
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Participate in customer meetings, workshops, discovery sessions, and product reviews to maintain firsthand understanding of customer needs
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Independently evaluate product capabilities, workflows, and technical changes to establish baseline understanding prior to engaging subject matter experts
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Act as a strategic advisor on how customer experiences, product capabilities, and content strategies intersect to drive business success
Release Readiness & Go-to-Market Alignment
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Participate in product planning, release reviews, and development activities to stay aligned with evolving product capabilities
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Ensure documentation and knowledge assets are integrated into the product release lifecycle
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Determine documentation and content impacts early and establish plans to support release readiness and customer adoption
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Align content deliverables with product launches, customer onboarding initiatives, and go-to-market objectives
Regulatory, Security & Approval Support
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Develop and maintain documentation supporting government approvals, security certifications, compliance programs, and formal evaluations
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Contribute to documentation required for Common Criteria, governmental security programs, and regulated deployments
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Ensure content aligns with corporate security, privacy, accessibility, and regulatory requirements
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Support audit readiness and operational compliance initiatives through accurate and maintainable documentation
Content Strategy & Continuous Improvement
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Define and execute the long-term vision for BlackBerry Secusmart's content ecosystem
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Establish standards, templates, frameworks, and governance models that promote consistency and scalability
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Continuously optimize content effectiveness through customer feedback, usage analytics, support trends, and stakeholder input
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Champion innovation in content development practices, customer enablement strategies, and information architecture
Key Capabilities & Attributes
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Strong customer empathy and ability to understand complex operational environments
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Ability to translate customer needs into meaningful product requirements and content strategies
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Deep interest in customer experience, product adoption, and value realization
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Strong technical writing and content architecture capabilities
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Demonstrated ability to leverage AI technologies responsibly within business processes
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Excellent communication, facilitation, interview, and stakeholder management skills
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Strong analytical and critical thinking abilities
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Ability to operate effectively in highly secure, regulated, and mission-critical environments
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High degree of ownership, curiosity, and continuous improvement mindset
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Ability to balance strategic thinking with hands-on execution
Required Qualifications
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Bachelor's degree in Product Management, Technical Communication, Computer Science, Engineering, Information Technology, Business, or a related discipline—or equivalent professional experience
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Native proficiency in German and near-native proficiency in English, with demonstrated ability to create professional customer-facing content in both languages
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Strong knowledge of technical documentation methodologies, product management principles, and customer-centric design practices
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Familiarity with Artificial Intelligence tools and platforms used for content generation, knowledge management, and workflow automation
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Understanding of enterprise software, cybersecurity solutions, mobile security, or regulated technology environments
Professional Experience
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7-10+ years of experience spanning Technical Documentation, Product Management, Customer Experience, Solution Architecture, Technical Communications, or related disciplines
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Proven experience engaging directly with customers to understand business needs, use cases, operational workflows, and adoption challenges
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Demonstrated ability to translate customer feedback into actionable product and business requirements
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Experience creating and maintaining technical documentation for complex enterprise software solutions
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Familiarity with cybersecurity, government, defense, regulated industries, or mission-critical environments is highly desirable
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Experience working with AI-assisted content creation platforms, knowledge management systems, or content automation initiatives will be considered a strong asset
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Demonstrated success influencing cross-functional teams without direct authority
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Proven ability to own initiatives from concept through execution and continuous improvement
#LI-NR1
Scheduled Weekly Hours:
40
Compensation Hiring Base Salary Range:
€72,000.00 - €94,500.00
Please be advised that the compensation hiring range indicated herein is provided solely as a good-faith estimate of expected base compensation for the position. The actual compensation offered will be determined at the time of hire and is contingent upon multiple factors, including but not limited to the candidate’s qualifications, relevant experience, demonstrated skills, and results of assessments conducted during the hiring process.
Bonus:
The BlackBerry Variable Incentive Pay (VIP) program is an organization-wide bonus incentive program which aims to reward full-time eligible employees for their contribution to BlackBerry’s success. VIP payments are made in addition to base salary and factor in company’s performance as a way for employees to share in BlackBerry’s achievements.
Benefits:
The BlackBerry Employee Benefits programs offer a wide range of benefits that support your physical and personal well-being. BlackBerry remains committed to offering affordable benefits including coverage for pension, eye exams, computer glasses, wellness expenses, and paid-time-off to those that meet the eligibility requirements.
Disclosure of Position Status:
This is an active opening. We are seeking to fill this position immediately
Disclosure of Artificial Intelligence:
We do not use artificial intelligence (AI) to screen, assess, or select applicants at any stage of our recruitment process. All applications are reviewed and evaluated by our hiring team.
