Description This is an exciting opportunity to help shape the first AI‑powered Knowledge Management system at Nationwide. We’re looking for a Senior Content Designer to play a leading role in defining the content strategy and overseeing the knowledge articles used daily by our frontline colleagues across Retail. You’ll be creating the content strategy and leading the content definition and optimisation of all Retail knowledge, ensuring content is clear, intuitive, and designed to support colleagues at the right moment in the customer journey. Your work will be critical to the successful design and build of a new AI‑powered knowledge system, making sure content purpose, hierarchy, and structure seamlessly support comprehension and decision‑making. You’ll collaborate with a wide range of stakeholders and change professionals from across the Society, directly supporting the effectiveness of Retail processes and contributing to Nationwide’s ongoing success. The role sits within the Retail Business Services team, alongside colleagues from Retail Transformation, Workforce Capacity & Planning, Training, and Customer Journey Management offering real visibility, influence, and the chance to make a lasting impact. This is a 12-month secondment opportunity. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon, London, Northampton or Bournemouth office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. Responsibilities What you’ll be doing In this role, you will lead the creation and delivery of high ‑ quality, user ‑ centred content for Retail colleagues, owning content standards, tone of voice, and design principles to ensure consistency across all journeys and channels. You’ll work proactively with colleagues, key subject ‑ matter experts, and researchers to shape end ‑ to ‑ end user experiences, using research, data, and insight to inform decisions and continuously improve content performance. A key part of the role involves translating complex policy, regulatory, or business requirements into clear, accessible, and inclusive content, while advocating for user needs, content-best practice, and influencing stakeholders at all levels. You will plan and manage content at scale, including content audits, content strategy, and lifecycle management. You’ll also mentor and support content designers and editors to build capability across the team and ensure all content meets accessibility standards and regulatory requirements. Additionally, you will contribute to shaping content governance, tools, and ways of working across the organisation. About you As a minimum requirement, you’ll have: Extensive experience designing clear, step-by-step process content and procedural guidance for frontline or operational colleagues, ensuring instructions are easy to follow, accurate, and actionable in real-world scenarios Excellent writing and editing skills, with the ability to simplify complex ideas Proven ability to use user research, analytics, and testing to shape and validate content Deep knowledge of accessibility, inclusive design, and plain English principles Experience influencing senior stakeholders and defending content decisions with evidence Experience coaching or mentoring others in content design practice Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these. Qualifications The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata Access to private medical insurance A highly competitive pension to help you build a strong foundation for retirement Access to an annual performance-related bonus Training and development to help you progress your career A great selection of additional benefits through our salary sacrifice scheme Life assurance to provide peace of mind for you and your loved ones in the event of your death Wellhub – access to a range of free and paid options for health and wellness Up to 2 days of paid volunteering a year Banking – but fairer, more rewarding, and for the good of society We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide. What to do next If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. The hiring manager for this role is Linda O'Donoghue, and the main recruitment contact is Angela Darbar.