Role summary
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.