Description
Summary
Purpose:
AQA is much more than an awarding organisation. Our purpose is to advance education by enabling teachers and students to realise their potential. We exist to make a positive difference by bringing out the best in those we serve.
The Customer Content Lead plays a pivotal role in delivering this purpose, by leading and developing the Coordinator team and supporting the Customer Content Manager. The Customer Content Hub (CCH) is responsible for strengthening how customer‑facing content is planned, produced and delivered across customer training, event production, revenue enablement, video and other priority content projects.
Acting as a champion for customer‑centric content, the role drives excellence through clear ways of working, robust prioritisation and consistently high standards. You will strengthen and lead a high‑performing team that creates engaging, effective and scalable content aligned to customer needs and organisational priorities.
As a key contributor to embedding the customer content strategy, this role ensures the CCH delivers high‑quality, joined‑up outputs that enhance the customer experience, support commercial growth and reinforce AQA’s reputation for educational excellence.Landscape:
Reporting to the Customer Content Manager, this role acts as deputy and line manages a team of eight Content Coordinators. Working in partnership with stakeholders across the business, the role ensures customer‑facing content is delivered consistently to a high standard, providing teachers with high‑quality resources that support confident classroom delivery and positive outcomes for students.
Positioned within the Commercial business area, the role supports the planning, delivery and evaluation of customer‑centric content through a broad portfolio of enhanced outputs and projects, driving customer value and contributing to AQA’s ambition to be the customer’s first choice.
Activities:
Provide day‑to‑day leadership for the coordinator team, offering clear direction, coaching and feedback to build capability, engagement and continuous improvement.
Act as deputy to the Customer Content Manager, providing assurance on delivery, standards and team performance, and deputising as required.
Coordinate and assure the planning and delivery of customer content within the CCH remit, overseeing end‑to‑end workflows to ensure high‑quality outputs are delivered on time through effective prioritisation and capacity planning.
Build and maintain strong working relationships with stakeholders across the Commercial Directorate, supporting alignment, collaboration and effective delivery across initiatives.
Ensure content meets agreed governance, compliance and quality standards, in line with the AQA Brand and Content frameworks, Ofqual Conditions of Recognition and copyright compliance.
Support the delivery of value‑added customer content, such as training resources, event materials and digital assets, that drive engagement, retention and commercial outcomes.
Champion innovation, including the effective use of AI‑enabled tools and approaches, to improve ways of working, enhance customer experience and increase content effectiveness.
Support customer content outputs by monitoring and measuring content performance using agreed frameworks, contributing insight and recommending continuous improvement actions.
Promote content best practice across AQA by sharing learning with other content teams and contributing to, or leading on, brand and content items through the content steering group.
Maintain the lifecycle of customer content materials, ensuring content on Centre Services is current, compliant, accessible and meets quality standards.
Model AQA values and positive leadership behaviours, contributing to a collaborative, ‘one‑team’ culture and supporting professional development and knowledge sharing.
Support formal people management processes by contributing to goal‑setting, capacity planning, performance management and development discussions, escalating risks, dependencies or delivery issues to the Customer Content Manager as appropriate.
To be successful in this role, you will need to demonstrate:
Essential Criteria
Demonstrable experience as a people manager, including capacity planning, target setting, performance management, coaching and development of teams (including remote or hybrid working).
Proven ability to prioritise and manage multiple workstreams, delivering to time and budget while making sound, evidence‑based judgements.
Experience developing, embedding and improving processes, policies and ways of working to drive quality, consistency and efficiency.
Excellent stakeholder management, collaborative and influencing skills, with the ability to build strong relationships and manage challenge or conflict constructively.
High levels of written, verbal and interpersonal communication, with strong attention to detail and quality standards.
A creative, pragmatic and innovative mindset, confident in challenging established approaches and championing improved ways of working.
Lead and support the team on copyright compliance, proactively resolving issues or blockers by working collaboratively with colleagues to enable timely delivery of customer content.
Working knowledge of, or experience supporting teams that use, creative tools such as PowerPoint, Canva, Heyzine, Flipsnack, InDesign and Premiere Pro.
Experience using data and insight to inform decision‑making, measure effectiveness and support continuous improvement.
A good understanding of the education or assessment landscape, or experience working in a similarly complex environment, with an appreciation of the governance expectations that shape customer‑facing content.
Demonstrated success in driving innovation and digital progression within content creation or delivery.
Desirable Criteria
Experience leading a content team, training or events function within a complex organisation.
Experience leading teams delivering video content across platforms such as YouTube and other digital channels, optimised for audience engagement and impact.
Ability to embed content strategy, standards and best practice to drive consistency, quality and impact at scale.
Strong commercial and analytical capability, using insight and performance data to inform decisions and prioritisation.