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About the Role
This role is central to the creation of online (and offline) resources for frontline staff operating within a multichannel contact environment, which delivers the Information, Advice and Guidance (IAG) service to enquirers and students. The post holder will be responsible for optimising KMS (Knowledge Management Systems) Information Architecture (IA), operationalising the content lifecycle and improving the quality of content produced across the KMS community.
Key Responsibilities
- Working closely with Senior Manager, Knowledge Management to conduct focused, periodic content audits of KMS. Responsible for analysing results and making recommendations for change and improvement.
- Analysing the needs of our users, both front-end and back-end, with a view to improving their experience of KMS, and maximising their effectiveness and efficiency within their day-to-day roles.
- Responsible for the quality of KMS-wide content, with particular focus on the most popular results. Demonstrating and championing excellent content design skills and Influencing, guiding and supporting subject-matter-experts to produce high-quality, accessible content.
- Acting as a technical lead for the design and provision of analytics and aids to support users. For example, reports, diagnostic wizards, decision trees and digital workspaces/user interfaces (UI).
- Responsible for production of raw training materials, relating to content design and user experience (UX), working closely with the Senior Manager, Knowledge Management and learning and development professions.
- Contributing to and operationalising the University’s Digital Governance Framework, proactively seeking out and participating in continuous professional development.
- Taking a key management role within the KMS team, which may include managing people, projects and other activities as directed.
About You
- Experience of structuring and writing accessible materials for the online environment and for a variety of different audiences, using a range of techniques.
- Demonstrable experience of content design and good knowledge and understanding of the associated principles.
- Experience of using standard office software, including Microsoft Excel, to a high standard including expertise with functions and formulae. Ability to compile, analyse and evaluate data, and report results in a logical and professional way to influence continuous improvement.
- The ability to anticipate problems, consider solutions and make decisions. Adopting a logical approach to problem solving and managing issues with confidence whilst remaining calm and professional under pressure, to take tasks through to successful completion under minimal supervision.
- Time management, organisation and planning skills working within multidisciplinary teams, demonstrating teamwork, negotiation and influencing skills, working with stakeholders at all different levels.
- Able to develop and maintain effective working relationships with multiple stakeholders, both internally and externally.
- Effective communication skills and the ability to express views and ideas both verbally and in writing.
- Commitment to own personal and professional development including mandatory/role-specific training and development to ensure knowledge and skills remain up-to-date.
- Experience of management, with the ability to carry out the role in a way that is consistent with equality legislation and University policies.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance.
It is anticipated that a hybrid working pattern can be adopted for this role, where you can work from home and the office. However, as this role is contractually aligned to our Milton Keynes, Nottingham, Manchester office it is expected that some attendance in the office will be required when necessary and in response to business needs. We’d expect this to be approximately once per quarter.
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Content Designer in Milton Keynes employer: The Open University
The Open University is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation in the field of advanced imaging technologies. With a strong commitment to employee growth, flexible working arrangements, and a mission-driven culture, staff members are empowered to make meaningful contributions to groundbreaking research while enjoying a healthy work-life balance. Located in Milton Keynes, employees benefit from a vibrant community and access to cutting-edge facilities, making it an ideal place for those looking to advance their careers in a supportive and inclusive setting.
