Content Designer

Key responsibilities

• Deep dive on content to map it against customer needs and global alignment opportunities
• Design and re-design content formats, layouts and templates to give our customers what they need as quickly as possible
• Use data and customer contacts to steer content experiments, with the aim of improving customer satisfaction and reducing contacts
• Review and edit others work to ensure it meets content standards
• Coach those who have not used content design or customer centred design methodology previously, building a culture of knowledge sharing, peer reviews and content critiques within the content teams
• Create or contribute to training to build skills where there are knowledge gaps
• Present to all levels of the organization, securing buy in for customer focused content design approach and tailor your message depending on your audience

This role will split their time across different content transformation and experimentation projects. You will be comfortable juggling different projects and influencing a range of global stakeholders on behalf of our customers.

• Experience with large, complex, international/multicultural products and businesses
• Experience in a customer service environment
• Experience of coaching and mentoring less experienced team members
• Experience of UX writing for services or products, including writing, testing and optimizing for design elements like forms, buttons and error messaging
• Knowledge of UX design and research processes and experience collaborating with UX professionals
• Knowledge of information architecture and content management systems
• Experience of working in agile and customer centred design teams
• Experience of authoring in HTML, DITA and XML
• Building digital wireframes/prototypes of new content formats for testing with customers
• Strong written and verbal communication skills