Content Designer (City of London)

We’re looking for a motivated and experienced senior content designer who is proficient in developing product content strategies, skilled at blending UX writing with storytelling, and confident taking a content-first approach to end-to-end experience design.

You’ll be ideal for this role if you:

• Are passionate about finding the right content solutions to meet users’ needs using research, data, and empathy
• Have extensive experience of bringing clarity, consistency and usability to the overall product experience
• Are dedicated to designing product experiences that are helpful and human

What you’ll do:

Reporting to our Senior Content Design Manager, you’ll help drive the strategy and approach to content design for our Loyalty credit card programme across brands. You’ll exemplify sound practices in human-centred content strategy and design. You’ll be a confident content leader who can lead by example and is well-versed at taking a cross-organisational, holistic approach to the whole user experience.

While no two days are the same, your main responsibilities will include:

• Designing thoughtful, intuitive and accessible content solutions for a range of product use cases and interactions – from onboarding and in-app education to transactional flows and push notifications
• Applying solid information architecture methods (such as content modelling and mapping), and UI frameworks to design content solutions that scale
• Auditing, analysing, structuring, creating and presenting compelling UX content throughout the product experience
• Partner across product and research teams using human-centered design methods to drive content tests that measurably improve the customer experience; and identify, log, prioritize, and resolve content bugs across the portfolio.
• Applying a holistic, customer-focussed approach to creating a cohesive content strategy for our loyalty programme across all product areas
• Using both qualitative and quantitative insights and business analytics to drive content insights and solutions
• Partnering across teams to improve the accessibility, inclusion, readability, and translatability of product content
• Having strong facilitation, presentation skills to clearly and confidently communicate decision-making rationale to team members and stakeholders
• Being able to influence, persuade and negotiate with stakeholders to design the best experiences that meet traveller and business needs

Who you are:

We realise that content design is constantly evolving, and we know that no two people enter this field through the same path. So, we’re not expecting you to be a specialist in everything listed here, but we do ask that you demonstrate expertise commensurate with the job level in whichever methods you use.

We’re looking for people who:

• Have a bachelor's degree in a related technical field; or equivalent related professional experience in core skills such as UX Writing, content audits and analysis, content mapping and modeling, information architecture, content planning and sourcing, conversational design, and storytelling (This is not a content marketing role).
• A portfolio of work that demonstrates your skills as a design thinker and honed UX writer with 6+ years of experience as a Content Designer, UX writer or Content Strategist.
• Ability to audit, analyze, structure, create, and design content independently in compelling user-focused product experiences using established frameworks
• Strong skills in confidently presenting compelling rationale and narratives behind content strategies and decisions to peers, partners, and stakeholders - such as Legal, Marketing, Security, Product, and top leadership.
• Expertise in persuasion and negotiation with stakeholders to create optimal experiences that balance both traveler satisfaction and business objectives.
• Can apply human-centered design (HCD) practices to product experiences
• Take a thoughtful, empathetic, and inclusive approach to content design that meets every user where they are
• Have experience of solving complicated content problems for users and can develop content solutions across systems and brands
• Have a portfolio of work that demonstrates your skills - we’re especially interested in seeing examples of work you’ve done for Android and iOS apps.