We're partnering with a global technology leader to find an experienced Content Designer who is passionate about creating intuitive, customer-first digital experiences.
In this role, you'll design and deliver high-impact self-help content that empowers customers to solve problems independently. Working at the intersection of UX, product, and customer support, you'll play a critical role in improving the end-to-end customer journey through clear, accessible, and data-driven content.
This is a hands‐on opportunity for someone who thrives in fast‐paced, collaborative environments and enjoys turning complex information into simple, actionable guidance.
Key Responsibilities
* Design, write, and optimise digital self‐help content including help articles, how‐to guides, FAQs, workflows, and in‐product messaging
* Audit and continuously improve existing content to ensure clarity, accuracy, and discoverability across web, in‐product, chatbot, and support channels
* Leverage analytics and Voice of Customer (VoC) insights to identify friction points and drive content improvements that reduce support demand
* Collaborate closely with UX Designers, Product Managers, Customer Success, and Marketing teams to align content with product releases and user journeys
* Apply best practice content design principles including plain language, accessibility, inclusive design, and structured information architecture
* Contribute to scalable content systems including templates, taxonomies, metadata, and tagging frameworks
* Support experimentation initiatives (e.g. A/B testing) to continuously improve engagement and effectiveness of self‐help content
* Advocate for the customer experience, ensuring the self‐help voice is represented in cross‐functional discussions
* Use basic web/design tools to build or enhance content layouts and support in‐product experiences
About You
* Demonstrated experience in content design, UX writing, technical writing, or digital self‐help content—ideally within SaaS, fintech, or software support environments
* Proven ability to simplify complex information into clear, user‐friendly content
* Strong understanding of content design, information architecture, and user‐centred design principles
* Experience managing multiple content streams and priorities in fast‐paced, agile environments
* Hands‐on experience with CMS platforms (e.g. WordPress, Salesforce, Zendesk) and collaboration tools (e.g. Jira, Confluence, Monday.com)
* Knowledge of SEO and structured content best practices
* Excellent written communication skills with a strong eye for tone, clarity, and detail
* Data‐driven mindset with the ability to interpret analytics and customer insights to inform decisions
* Comfortable leveraging AI tools to enhance productivity and content quality
Nice to Have
* Experience creating self‐help content for global or regional audiences
* Basic HTML/CSS skills for web‐ready content formatting
* Exposure to Human‐Centred Design frameworks and experimentation methodologies
* Familiarity with accessibility standards (WCAG) and inclusive design practices
* Experience working with localisation or internationalisation teams
* Background in fintech, small business, or accounting
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