Shannon M. Owens

About Shannon M. Owens

I help organizations operationalize customer experience, content strategy, and AI—without losing the human side of the equation.With 10+ years of experience across healthcare, financial services, nonprofit, and higher education, I work as a fractional leader and advisor to enterprise teams navigating complex digital ecosystems, AI adoption, and experience transformation.My work sits at the intersection of CX strategy, GenAI enablement, and content operations. I specialize in translating complexity into scalable, intuitive systems—using modular content frameworks, metadata, journey mapping, and AI-powered workflows to improve adoption, efficiency, and outcomes.I’ve partnered with organizations such as Banamex, Chevron, AbbVie, Sanofi, Amgen, Zoetis, Blood Cancer United, and large academic health systems to:• Design and scale customer and employee experience ecosystems• Enable responsible, practical GenAI adoption across teams• Build content and governance models that support personalization and reuse• Facilitate executive and cross-functional workshops that drive alignment and actionI’m often brought in when teams need a strategic partner who can think, build, and guide change (not just execute tasks).Areas I support as an advisor or fractional leader:• CX & journey strategy• GenAI enablement and adoption• Content operations & governance• Modular content & metadata systems• Omnichannel experience design• Executive facilitation & team enablementIf you’re exploring how AI, content, and experience design can work together at scale, I’m always open to thoughtful conversations.

Experience

1. Senior Professional, Content Strategy

   Epsilon

   Apr 2023 — Present · Atlanta, GA, US

   Lead and co-lead client engagements that integrate work streams such as; personalization, globalization, and full-journey messaging strategy; content audit, strategy, development, and governance; information architecture (IA), card sorting/tree testing, taxonomy, and content modeling; keyword research, link building, and content optimization for SEO and UX; as well as migration planning, URL mapping, and content authoring•AI output engineering •Develop content strategies in collaboration with the client, other internal stakeholders, and lines of business on program execution, acting as a trusted adviser on content efforts, leveraging insights about business challenges and opportunities as inputs•Deliver content programs and projects on time and on budget.•Analyze project requirements, organize and prioritize tasks, identify risks early, and manage content deliverables and processes efficiently•Provide direction and oversight to junior staff and multidisciplinary team members supporting content program execution, and guiding their efforts through the entire project lifecycle•Recommend new initiatives that drive future client growth and provide an experience that culminates in innovative, results-oriented work products•Client accounts include: Chevron, AbbVie, Sunovion, Sanofi, Exact Sciences, Boehringer Ingelheim, Zoetis, Lundbeck, and Banamex

Education

• Georgia State University

  Speech, Communications-Public & Political

• The University of Texas at San Antonio

  Bachelor of Arts - BA, Communication and Media Studies

• The University of Texas at San Antonio

  Master of Business Administration - MBA, Marketing

Skills

• Market Research
• Editing
• Legal Writing
• SEO Audits
• Leadership
• Marketing Communications
• Dreamweaver
• Event Planning
• Online Research
• Bugherd
• Account Management
• Event Management
• Digital Strategy
• Cascading Style Sheets (Css)
• Client Liaison
• Social Media
• Google Calendar
• Public Speaking
• Google Analytics
• Photoshop
• Legal Work
• Operations Management
• Client Development
• Drupal
• Legal Research
• Google Adwords
• Content Auditing
• Adobe Photoshop
• Html
• Marketing
• Project Management
• Client Counseling
• Wordpress Design
• Client Co-Ordination
• Customer Service
• Training
• Indesign
• Social Media Marketing
• Advertising
• Public Relations