Senior Product Experience & Content Architect – BlackBerry Secusmart

Role Overview

Senior Product Experience & Content Architect for BlackBerry Secusmart who bridges customers, Product Management, Engineering, Customer Success and Technical Communications. Responsible for translating customer insights into product requirements and ensuring these insights are reflected in world‑class product documentation, enablement content and AI‑driven knowledge experiences. Acts as the Voice of the Customer, influences product strategy and roadmap priorities, and leads the adoption of AI‑enabled content development practices.

Key Responsibilities

• Customer Experience & Voice of Customer Leadership
  • Develop deep understanding of customer business objectives, operational workflows, pain points and product usage patterns.
  • Partner with customers, partners, sales teams, solution architects and customer success teams to identify unmet needs and improvement opportunities.
  • Represent the Voice of Customer across Product Management, Engineering and Executive Leadership teams.
  • Create and maintain user personas, customer journey maps and operational use cases.
  • Differentiate customer‑requested features from underlying business problems to deliver maximum customer and business value.
• Product Strategy & Requirements Development
  • Translate customer insights, operational challenges and market feedback into actionable product requirements and business cases.
  • Collaborate with Product Managers to identify, validate and prioritize high‑value use cases that improve adoption and competitive differentiation.
  • Support roadmap planning with customer‑driven insights and strategic recommendations.
  • Analyze emerging customer needs, market trends, competitive offerings and industry developments to identify future product opportunities.
  • Advocate for customer outcomes throughout the product lifecycle.
• Documentation Leadership & Ownership
  • Own the end‑to‑end lifecycle of customer‑facing documentation across the BlackBerry Secusmart portfolio.
  • Lead creation, maintenance and continuous improvement of product documentation, administrative guides, deployment guides, operational procedures, release documentation and knowledge base content.
  • Ensure documentation accurately reflects real‑world customer workflows, user personas and operational use cases.
  • Assess impacts of new features, architectural changes, regulatory requirements and product releases on documentation.
  • Maintain high standards of content quality, consistency, usability, accessibility and regulatory compliance.
• AI‑Enabled Content Strategy & Knowledge Management
  • Lead the evolution of AI‑assisted content development and knowledge management practices.
  • Identify opportunities to leverage Artificial Intelligence to accelerate content creation, maintenance, localization, validation and publishing processes.
  • Serve as the human reviewer and validation authority for AI‑generated customer‑facing documentation and technical content.
  • Develop governance frameworks, standards and best practices for the responsible use of AI in documentation workflows.
  • Drive creation of scalable, intelligent and reusable content architectures to support future AI‑powered customer experiences.
• Audience‑Focused Content Development
  • Design and deliver content tailored to diverse audiences, including end users, administrators, security officers, IT operations teams, executives, support teams, government evaluators, auditors and regulatory bodies.
  • Ensure content reflects specific goals, workflows, technical capabilities and business outcomes of each audience.
  • Develop content that explains features and helps customers maximize business value and product adoption.
• Cross‑Functional & Strategic Collaboration
  • Collaborate closely with Product Management, Engineering, UX, Customer Success, Sales, Marketing and Operations.
  • Participate in customer meetings, workshops, discovery sessions and product reviews to maintain firsthand understanding of customer needs.
  • Evaluate product capabilities, workflows and technical changes independently to establish baseline understanding before engaging subject matter experts.
  • 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
  • Participate in product planning, release reviews and development activities to stay aligned with evolving product capabilities.
  • Ensure documentation and knowledge assets are integrated into the product release lifecycle.
  • Determine documentation and content impacts early and establish plans to support release readiness and customer adoption.
  • Align content deliverables with product launches, customer onboarding initiatives and go‑to‑market objectives.
• Regulatory, Security & Approval Support
  • Develop and maintain documentation supporting government approvals, security certifications, compliance programs and formal evaluations.
  • Contribute to documentation required for Common Criteria, governmental security programs and regulated deployments.
  • Ensure content aligns with corporate security, privacy, accessibility and regulatory requirements.
  • Support audit readiness and operational compliance initiatives through accurate and maintainable documentation.
• Content Strategy & Continuous Improvement
  • Define and execute the long‑term vision for BlackBerry Secusmart's content ecosystem.
  • Establish standards, templates, frameworks and governance models that promote consistency and scalability.
  • Continuously optimize content effectiveness through customer feedback, usage analytics, support trends and stakeholder input.
  • Champion innovation in content development practices, customer enablement strategies and information architecture.

Key Qualifications

• Bachelor's degree in Product Management, Technical Communication, Computer Science, Engineering, Information Technology, Business or related discipline (or equivalent professional experience).
• Native proficiency in German and near‑native proficiency in English, with demonstrated ability to create professional customer‑facing content in both languages.
• Strong knowledge of technical documentation methodologies, product management principles and customer‑centric design practices.
• Familiarity with Artificial Intelligence tools and platforms used for content generation, knowledge management and workflow automation.
• Understanding of enterprise software, cybersecurity solutions, mobile security or regulated technology environments.
• 7–10+ years of experience spanning Technical Documentation, Product Management, Customer Experience, Solution Architecture, Technical Communications or related disciplines.
• Proven experience engaging directly with customers to understand business needs, use cases, operational workflows and adoption challenges.
• Demonstrated ability to translate customer feedback into actionable product and business requirements.
• Experience creating and maintaining technical documentation for complex enterprise software solutions.
• Familiarity with cybersecurity, government, defense, regulated industries or mission‑critical environments is highly desirable.
• Experience working with AI‑assisted content creation platforms, knowledge management systems or content automation initiatives is a strong asset.
• Demonstrated success influencing cross‑functional teams without direct authority.
• Proven ability to own initiatives from concept through execution and continuous improvement.
• Strong customer empathy, analytical and critical thinking abilities, excellent communication and stakeholder management skills.
• Ability to operate effectively in highly secure, regulated, and mission‑critical environments.
• High degree of ownership, curiosity and continuous improvement mindset.

Benefits and Compensation

Scheduled weekly hours: 40. Base salary range: €72,000.00 – €94,500.00. Variable incentive pay (VIP) program provides bonus opportunities based on company performance. Benefits include pension coverage, eye exams, computer glasses, wellness expenses, paid‑time‑off and other benefits that support physical and personal well‑being.

Equal Employment Opportunity

It is the policy of BlackBerry to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.