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Digital Content Designer

NHS Business Services Authority Newcastle upon Tyne, UK
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Job description

We're digitising services in line with the digital transformation of government, being led by the Government Digital Service (GDS), which is working to make public services 'digital by default'. Services will be online wherever possible, making them simpler, clearer and faster to use. This provides a better experience for our users who are at the centre of everything we do. This role will have responsibility for making sure that the content of our website and digital platforms is designed and written so that it is clear, easily understood, timely and relevant to our users. This role will also work as part of an agile project team, with a goal of designing a digitally-enabled service, contributing towards enabling support that's simpler to access, easier and more flexible to use, and more cost effective to deliver.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Flexi time
  • Hybrid working model (we are currently working largely remotely)
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • NHS Car lease scheme
  • Access to a wide range of benefits and high street discounts!

Main duties of the job

Applicants will need to be able to:

  • take complex language and processes and make them simple to understand
  • work with people who don't understand good web usability
  • explain decisions clearly

As part of the Content Design team, the post holder will work as part of agile digitisation teams across the business. This will mean working effectively with developers, designers, policy makers, and senior management. The post holder will also work with content on our corporate website and digital collaboration platforms, which includes our intranet.

About Us

Here at the NHS Business Services Authority (NHSBSA), what we do matters. We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives. Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow. As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress. We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work. We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more. Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you. We are people connected to care.

Job Description

Job responsibilities

  • Work on needs analysis - taking existing content, identifying content gaps and overlaps etc.
  • Addressing user needs, avoiding complex language and processes
  • Work alongside agile project teams to develop user-journey based content for new digital portals
  • Creating content that is simple to read and easy to understand.
  • Making sure content is fact checked and accurate.
  • Running workshops with colleagues to identify and agree content to be rationalised and archived, and mapping content to different formats and audiences.
  • Develop and manage relationships within the NHSBSA, NHS.UK and, developing transition plans and attending meetings with contacts.
  • Actively develop and apply content and format strategies.
  • Be an advocate for the team to train and develop colleagues.
  • Scoping, writing, editing and publishing digital content across all channels (web, mobile, social media and new digital portals).
  • Making sure our customer journeys are the best they can be.
  • Managing relationships with subject matter experts to make sure content is accurate.
  • Accountable for delivering content assets that are accurate, timely, high-quality (based on insight and outputs of user testing, relevant to audience, easily understood, SEO optimised) and to the correct style.
  • Accountable for choosing the best format for displaying information to the user, suggesting ideas where gaps have been identified.
  • Making sure appropriate policy and legal checking takes place and that content is published quickly and efficiently.
  • Monitoring the performance of content and work with a multi-disciplinary team to understand user behaviours and feedback.
  • In addition to the above accountabilities, as post holder you are expected to:
  • Undertake additional duties and responsibilities in line with the overall purpose of your role and as agreed by your line manager.
  • Demonstrate NHSBSA values and core capabilities in all aspects of your work.
  • Foster an environment where your own and colleagues safety and well-being is promoted.
  • Contribute to a culture which values diversity and inclusion.
  • Comply with NHSBSA policies, procedures and protocols as they apply to your role.

Working relationships

Responsible to: Digital and Online Lead / Professional Lead

Key relationships and connections: Matrix-managed by Digital and Online Lead (line management) and Professional Lead (professional development). Working alongside Digital Content Designers. Liaising with colleagues and internal stakeholders across multiple sites.

Person Specification


Personal Qualities, Knowledge and Skills

  • Excellent written skills to communicate sometimes complex information in plain English and structured for digital consumption
  • Good interpersonal skills to work with a wide range of colleagues including service managers, IT developers, designers, policy / legal teams and senior management
  • Knowledge of website usability and accessibility issues
  • Knowledge of working within an Agile project management environment, either within delivery teams or through involvement in coordination or strategy
  • Knowledge of content sourcing techniques, such as the use of APIs and automated crawling and understand the impact that using multiple sourcing methods can have on version control and on-going maintenance
  • Knowledge of how to use metrics and user feedback to define/refine content.
  • Knowledge of web application development environments and content management systems.
  • Genuine interest in content design as a career
  • A self-starter
  • Creative and proactive enough to challenge the status quo with a natural curiosity and inquisitive nature
  • Good team player
  • A customer advocate
  • Able to engage with and influence others
  • Positive outlook


  • Experience of using metrics and user feedback to define and refine content
  • Experience of writing for the web with proven ability to create content that is both accessible and usable and with an understanding of various standards
  • Experience of working within an evolving publishing flow with responsibility for all fact checking and on-going accountability for error checking
  • Experience of interacting with others to learn about content subject matter. An ability to articulate the benefits of a usercentric approach to content creation
  • Experience of designing and continually improving customer journeys based on user research and iterative user testing
  • Experience of using predefined taxonomy and meta-data when creating content
  • Experience of working in agile teams
  • Experience of working in a similar role


  • Experience of Drupal Content Management System
  • Experience of training and/or mentoring others


  • Degree or equivalent qualifications and experience in content design

Additional information

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

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Salary range Not specified
Date posted 13th May 2024
Commitment Full-Time
Place of work Newcastle upon Tyne, UK
Apply now Report as expired You will be taken to the employer's website to submit your application.
Apply now Report as expired You will be taken to the employer's website to submit your application.
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