JOB DESCRIPTION
ABOUT THE ROLE
We have been working to improve how we communicate to our customers via our digital offering. We are looking for a Senior Content Designer to continue to support us on this journey, looking at content across both the main website but also in the Online Account area.
We need a scalable and efficient way of creating, reviewing and approving content across the online account, emails and website in line with our brand. The UX Writer will help us achieve this.
Main responsibilities:
* Content Strategy experience and influencing senior stakeholders.
* Team management
* Create and own a set of digital content guidelines that apply to customer-facing experiences
* Establish consensus for these guidelines across stakeholders from areas of the business such as marketing, legal, customer services and dealer services
* Contribute to implementing a process for creating, reviewing and approving content
* Collaborate with, train and support UX designers from each stream of work to influence the design of solutions with a content-first mindset
* Create and review written content
ABOUT YOU
User-centred content design
You direct the approach to content lifecycle management to make sure content is regularly reviewed and evaluated by teams. You oversee teams’ work to make sure the right content is being produced to meet the needs of users. You have extensive experience of creating, iterating, managing and overseeing content across multiple channels. You encourage teams to review and evaluate the effectiveness of processes and systems and support them to iterate for improvements. You are accountable for the production of high-quality, user-focused content.
Stakeholder management
You are able to bring together people from different parts of the business to achieve consensus and ensure different business needs are represented.
Content know-how
You are able to advise on the best format and words to communicate with customers. You’re not just a great writer, but also understand that the form and function of content is important. You’re able to pick the best formats and words for short form things such as buttons labels and error messages through to complex things such as step-by-step instructions and T&Cs in a way that represents our brand. You are able to present recommendations with clear rationale with authority while being open to constructive feedback from users and stakeholders. You put accessibility requirements at the heart of approaches to designing content and encourage others to do the same.
Coaching
You can help other people create better content.
Agile working
You are aware of and understand agile methodology and can apply an agile mindset to your work. You can work in a fast-paced, evolving environment and use an iterative and flexible approach to enable rapid delivery.
Ability to think strategically
You are able to lead strategic content initiatives such as creating content guidelines and processes across multiple products.
Minimum criteria:
* Experience in designing accessible content for digital channels
* Experience working in an agile delivery environment.
* Significant Content Strategy experience and influencing senior stakeholders.
* Experienced creating digital content guidelines that apply to customer-facing experiences
* Experience writing content to a high level, that is audience appropriate and is very effective at communicating to users.
* Team management experience
* Significant coaching and mentorship experience