Julien is a customer facing member of Kim’s team and is a key internal consumer of the content supplied to him by the content operations team to help him provide an exceptional, compliant service to customers. He ensures all the organization's regulations and mandatory processes are followed, while offering invaluable feedback on the content's performance and how it can be enhanced to improve the customer experience and accelerate resolutions. He's an important collaborator in the audit, compliance and security teams.  

• Having access to all the content he needs to easily follow company processes and deliver on line of business service expectations
• Getting feedback and requests for content changes shared effectively and quickly with the operations and authoring teams
• Ensuring the service he provides complies with legislation and he’s not exposing the organization to risk of legal action or financial penalty
• Voicing concerns over missing, out-of-date or poor performing content reported by customers and stakeholders