Join us as a Senior Content Designer

• You’ll lead the delivery of content design for mid-sized, increasingly complex projects and programmes, ensuring designs are user-centred, inclusive, and aligned to experience design, business area, and enterprise strategies
• You’ll be experienced in designing and scripting end-to-end conversational flows for chatbot, virtual assistants and AI, ensuring tone, clarity, and consistency align with brand voice and user needs
• You’ll contribute to the development of our content design and experience design strategy, ​and lead the delivery of associated strategic initiatives
• You’ll enjoy considerable stakeholder interaction, leading teams to achieve project goals, driving collaboration across design disciplines and other functions, and engaging key stakeholders to ensure the alignment and delivery of projects
• Collaborate closely with Product designers, developers, and product teams to test, refine, and optimise conversational journeys through chatbots, virtual assistants and AI
• This is a remote-first role, so you’ll spend most of your time at home, working with your team digitally and coming into the office at least once a week when you need to collaborate closely with your colleagues

What you’ll do

As a Content Designer, you’ll lead the scoping, direction, and planning of content design for digital projects and programmes and contribute to the development of the content design strategy. You’ll lead the execution of content and conversation design and support the execution of strategic business area and enterprise design initiatives. You’ll also oversee the delivery of content design activity in the business area, ensuring outputs are validated and align with user needs and business requirements, proactively removing barriers to project or programme success.

You’ll create, evolve, and promote the use of content design guidelines and standards to drive consistency and scalability while coaching, mentoring, and giving constructive feedback to colleagues. Recognised as an escalation point, you’ll clearly communicate the value and impact of content design decisions for projects and programmes to a wide range of audiences. You’ll also remove blockers to maintain momentum and quality and approve deliverables in line with defined authority.

In addition to this, you’ll:

• Lead end-to-end content creation and refinement conversational experiences, ensuring tone, clarity, and consistency align with brand voice and user needs
• Make project and programme-level content design decisions informed by insights, ensuring outputs are user-centred, inclusive, and align with project objectives and business goals
• Ensure design outcomes demonstrate a high level of creativity and craft, solving complex problems in ways that elevate quality and evolve established approaches
• Balance originality with brand, accessibility, and delivery constraints to push the standard of user-centred design
• Act as a key contact for project and programme stakeholders to manage expectations, support understanding, and influence decisions, sharing progress and managing risks
• Support the development of content and conversational design capability in the business area by coaching and mentoring colleagues, sharing knowledge and best practice, and contributing to community engagement

The skills you'll need

We’re looking for a someone with an in-depth understanding of user-centred design and comprehensive knowledge of how to apply content design across complex products and services. This needs to include the use of design systems and shared content patterns. Along with knowledge of embedding accessibility and inclusion in design, you’ll have experience of delivering content design for mid-sized, increasingly complex projects and programmes, informed and validated by user research.

We’re also looking for:

• Experience defining and leading design projects and programmes at pace, using agile delivery methods
• Experience in creating, testing and refining prompts for chatbots, virtual assistants, AI or voice interfaces using natural language patterns
• Strong design thinking, writing, information architecture, and research skills
• Experience working in multidisciplinary teams and effectively collaborating with cross-functional partners
• Strong leadership and stakeholder management skills with a focus on clear communication and expectation management, presenting the rationale behind work and advocating for the value and impact of design
• Experience supporting content design capability development including coaching, mentoring, and sharing constructive feedback and knowledge with colleagues

Apply with a portfolio – show us your content skills and the impact behind your work