Senior Content Designer/UX Writer

Role Location: London, UK (Hybrid 2/3 days a week), 12 months FTE

We're looking for a motivated and experienced senior content designer who is proficient in developing product content strategies, skilled at blending UX writing with storytelling, and confident taking a content-first approach to end-to-end experience design

You should be who:

• Are passionate about finding the right content solutions to meet users' needs using research, data, and empathy
• Have extensive experience of bringing clarity, consistency and usability to the overall product experience

Main Responsibilities:

• Designing thoughtful, intuitive and accessible content solutions for a range of product use cases and interactions - from onboarding and in-app education to transactional flows and push notifications
• Applying solid information architecture methods (such as content modelling and mapping), and UI frameworks to design content solutions that scale
• Auditing, analysing, structuring, creating and presenting compelling UX content throughout the product experience
• Partner across product and research teams using human-centred design methods to drive content tests that measurably improve the customer experience; and identify, log, prioritize, and resolve content bugs across the portfolio.
• Applying a holistic, customer-focussed approach to creating a cohesive content strategy for our loyalty programme across all product areas
• Using both qualitative and quantitative insights and business analytics to drive content insights and solutions
• Partnering across teams to improve the accessibility, inclusion, readability, and translatability of product content
• Having strong facilitation, presentation skills to clearly and confidently communicate decision-making rationale to team members and stakeholders
• Being able to influence, persuade and negotiate with stakeholders to design the best experiences that meet traveller and business needs

Experience Required:

• Have a bachelor's degree in a related technical field; or equivalent related professional experience in core skills such as UX Writing, content audits and analysis, content mapping and modelling, information architecture, content planning and sourcing, conversational design, and storytelling (This is not a content marketing role).
• A portfolio of work that demonstrates your skills as a design thinker and honed UX writer with 6+ years of experience as a Content Designer, UX writer or Content Strategist.
• Ability to audit, analyse, structure, create, and design content independently in compelling user-focused product experiences using established frameworks
• Strong skills in confidently presenting compelling rationale and narratives behind content strategies and decisions to peers, partners, and stakeholders - such as Legal, Marketing, Security, Product, and top leadership.
• Expertise in persuasion and negotiation with stakeholders to create optimal experiences that balance both traveller satisfaction and business objectives.
• Can apply human-cantered design (HCD) practices to product experiences
• Take a thoughtful, empathetic, and inclusive approach to content design that meets every user where they are
• Have experience of solving complicated content problems for users and can develop content solutions across systems and brands
• Have a portfolio of work that demonstrates your skills - we're especially interested in seeing examples of work you've done for Android and iOS apps