Digital Content Designer in Newcastle upon Tyne

Hello, I am Fallon, your future manager here at Sage! Before you hit that apply button, I want to give you a feel for what it’s like to be part of our world. I lead a growing, talented team of chatbot and content designers who are passionate about creating digital experiences that genuinely help our customers. My leadership style? I like to keep things fun, open, and collaborative. I strongly believe that people do their best work when they feel supported, valued, and empowered to take ownership. I’m here to help you grow, support you when things get tough, and celebrate the wins, whether that’s solving a tricky content issue or launching a new feature. My team works hard, but we always make time to celebrate, learn from challenges, and have fun along the way.

What part of the business will I be working in? You'll be working right at the front door of Sage, where customer experience meets smart digital solutions. Our team creates the digital content that powers our help centre and chatbot experiences, supporting both our customers and colleagues. We're at the heart of Sage, ensuring every interaction is helpful, efficient, and human. Hybrid - 3 days in our Newcastle office (global headquarters).

Key Responsibilities

What you’ll be doing: As a Digital Content Designer, you’ll help shape the voice and effectiveness of Sage’s digital self-serve experiences for our small to medium business products. Your focus will be on creating clear, helpful, and accessible content that really works. Here’s how you’ll make an impact:

• Create and maintain engaging Knowledgebase articles and chatbot flows for Sage HCM
• Follow and contribute to our global content standards and governance
• Support the continuous improvement of chatbot content, language models, and help centre usability
• Use data to improve discoverability, content performance, and customer outcomes
• Collaborate closely with Product, UX, and Engineering to reflect product updates in content
• Tune search and NLU (Natural Language Understanding) for better relevance and results
• QA conversation flows and implement them using our internal tools like BOOST AI / FIN/ Salesforce KB & Zendesk

The skills you’ll use to add value:

• Strong writing and content design skills for digital experiences
• Familiarity with self-service and chatbot platforms (e.g., BOOST AI or FIN)
• Basic understanding of SEO and structured content design
• Experience using data to inform content decisions
• Comfortable working in agile, collaborative environments
• A growth mindset and curiosity about new tools, technologies, and ways of working

Your First 90 Days:

• Week 1: Get to know the team, our tools, and the products we support. We’ll walk you through our workflows and give you a clear onboarding plan.
• Week 2: Start working on your first content updates with support from your buddy. You'll learn how we structure content and build chatbot experiences.
• Weeks 3-8: Dive deeper into our content systems. You'll work on refining articles and start contributing to wider improvements.
• Week 9 onward: You’ll fully own content areas, collaborate with cross-functional teams, and start shaping our next generation of self-serve experiences.

Your benefits:

• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing