Contract Content Designer - Self-Help Experience (12-Month FTC)
Location:Sydney(Hybrid)
Contract:12‐month fixed‐term, strong potential to extend.
This role is based on the Digital Experience team at a leading global fintech SaaS brand. You will collaborate with UX designers, product managers, support specialists, data analysts, marketing and Customer Success to craft clear, intuitive, user‐centred content that empowers customers to solve problems independently across web, in‐product, chatbots and emerging digital channels.
Responsibilities
* Design, write and optimise self‐help content – articles, how‐to guides, FAQs, workflows and in‐product messaging.
* Audit, maintain and improve existing content across multiple channels.
* Use analytics and Voice of Customer insights to spot friction, prioritise improvements and drive measurable outcomes.
* Partner with cross‐functional teams (UX, Product, Customer Success, Marketing) to support releases and customer journeys.
* Apply content design principles – plain language, accessibility, inclusive design and structured information architecture.
* Contribute to content systems such as templates, taxonomies, metadata, tagging and localisation.
* Support experimentation and continuous improvement, including A/B tests and new help experiences.
* Advocate for the customer and champion high‐quality self‐help within cross‐functional teams.
* Build layouts, embed visuals and ensure polished presentation using basic web / design tools.
Qualifications
* 5+ years' experience in content design, UX writing, technical writing or digital help content – ideally within SaaS, fintech or software support.
* Ability to turn complex concepts into simple, actionable guidance.
* Strong grounding in content design principles and user‐centred design.
* Experience with CMS platforms (e.g., WordPress, Salesforce, Zendesk) and collaboration tools (e.g., Jira, Confluence, Monday.com).
* Understanding of SEO and structured content to ensure discoverability.
* Excellent written and verbal communication with strong attention to detail.
* Data‐driven mindset and comfort using insights to inform decisions.
* Familiarity with AI tools and prompting to improve workflow.
* Ability to thrive in fast‐moving, agile environments with multiple workstreams.
* Nice to have: Experience delivering self‐help content for global or regional markets.
* Basic HTML/CSS or web design knowledge.
* Exposure to human‐centred design frameworks and experimentation methodologies.
* Knowledge of WCAG accessibility standards and inclusive content practices.
* Experience working with localisation or internationalisation teams.
* Background in fintech, small business or accounting (beneficial but not essential).
Who you are
* Customer‐obsessed – you deeply understand user pain points and aim to simplify every step.
* Analytical storyteller – you use data to shape narratives and content decisions.
* Curious and collaborative – you engage openly with cross‐functional teams and feedback.
* Organised and proactive – you manage multiple priorities while maintaining high quality.
* Bold yet thoughtful – you bring new ideas and challenge assumptions constructively.
If you are a content designer who loves creating elegant, helpful and intuitive experiences at scale, this is a role where you will have real impact.
To apply, contact Dave Bramley at for a confidential chat.
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