Content Designer

As a Content Designer, you'll meet users' needs with content that makes complex information and processes easy to understand so people can complete essential tasks. You'll take a high-level view of end-to-end journeys, ensuring content supports policy intent and works across digital and non-digital channels, collaborating closely with user researchers, designers and other specialists from discovery onwards. Experience working for public sector organisations, specifically across pensions is desirable for this position.

Key responsibilities

• Own content design across journeys (end-to-end)
• Create, evaluate, update and review content across all stages of the end-to-end user journey, ensuring the right information appears in the right place and format.
• Take a high-level view of how a user's content journey maps to business processes, keeping holistic needs and life events at the centre of journey design.
• Evidence-based content decisions
• Use quantitative and qualitative evidence (data, research, insight) to make and explain content decisions, and to continuously improve content effectiveness.
• Apply plain English and accessibility-first thinking to support users including those who may face barriers so content is usable and understandable.
• Prototype, test and iterate content in context
• Prototype content (from lightweight to more detailed formats) to visualise content in context, demonstrate changes, and support testing and iteration.
• Contribute to content patterns, processes and guidelines, improving consistency and reducing rework.
• Work in agile, multidisciplinary teams
• Operate effectively in an agile delivery environment, working iteratively and flexibly to deliver content improvements at pace.
• Collaborate day-to-day with researchers, interaction/service designers, product, delivery, policy and operational colleagues to ensure content supports service outcomes.
• Stakeholder management and influence
• Build and maintain relationships with stakeholders and subject matter experts; use evidence to influence decisions towards user-centred outcomes.
• Work across product, service and departmental lines where needed, ensuring content meets both user needs and departmental goals.
• Provide constructive peer feedback and support good practice in content design within your team/community (for example, peer review, sharing patterns).

Essential skills & experience

You have the skills, knowledge and experience to:

• Have experience working within public sector organisations, preferably with services, policies or operational processes related to pensions.
• Design accessible, plain English content and contribute to content patterns/processes/guidelines.
• Use qualitative and quantitative data to make, explain and defend content decisions.
• Prototype content to show, explain and test changes in context.
• Work effectively in agile, multidisciplinary teams and deliver iteratively.
• Manage stakeholder relationships and influence user-centred, evidence-based decisions.
• Work under general direction, exercising autonomy and responsibility for your deliverables.
• Handle a broad range of complex professional activities, applying judgement to resolve issues and improve outcomes.
• Support and guide others where appropriate, contributing expertise to meet team objectives.
• Have experience working within public sector organisations, preferably with services, policies or operational processes related to pensions.