Senior Content Designer (12 months)

• In this dynamic role, you’ll have the chance to make a real impact by contributing to the content design and experience design strategy, as well as leading the delivery of associated strategic initiatives
• You’ll lead content design for mid-size and increasingly complex projects, ensuring designs are user-centred, inclusive, and aligned with experience design, business area, and enterprise strategies
• You’ll be experienced in designing and scripting end-to-end conversational flows for chatbots, virtual assistants, and AI, ensuring tone, clarity, and consistency align with the brand voice and user needs
• Collaborating closely with product designers, developers, and product teams to test, refine, and optimise conversational journeys through chatbots, virtual assistants, and AI
• This is a remote-first role, so you’ll spend most of your time at home, working with your team digitally and coming into the office once a week when you need to collaborate closely with your colleagues
• We’re offering this role for a period of 12 months

What you’ll do

As a Senior Content Designer, you’ll lead the scoping, direction, and planning of content design for mid-size and increasingly complex digital projects and programmes, contributing to the development of the overall content design strategy. You’ll oversee the execution of content design activities, ensuring that outputs are validated, user-centred, inclusive, and aligned with business requirements and objectives. Acting as an escalation point, you’ll proactively remove blockers, maintain momentum and quality, and approve deliverables within your defined authority. Your role will also involve solving complex problems with a high level of creativity and craft, elevating the standard of user-centred design while balancing originality with brand, accessibility, and delivery constraints.

Moreover, we’ll expect you to drive collaboration across design disciplines and other functions, engaging key stakeholders to support alignment and effective delivery of projects, programmes, and strategic initiatives. You’ll also create, evolve, and promote content design guidelines and standards to ensure consistency and scalability across the bank. Alongside developing your own domain expertise and leadership skills, you’ll build capability within the team by coaching, mentoring, and providing constructive feedback, contributing to the continuous improvement of practice maturity and enterprise-level design initiatives.

In addition, you’ll be:

• Leading end-to-end content creation and refinement for conversational experiences, ensuring that tone, clarity, and consistency align with the brand voice and user needs
• Enabling collaboration across multiple disciplines and functions for programmes and complex projects, ensuring clarity on responsibilities and deliverables for each discipline
• Clearly communicating the value and impact of content design decisions for projects and programmes to a wide range of audiences
• Acting as a key contact for stakeholders, managing expectations, influencing decisions, and resolving risks, conflicts, and alignment issues within defined authority and escalating when necessary
• Shaping and evolving guidelines and standards to drive scalability, consistency, quality, accessibility, and inclusion in content design, and ensuring all outputs comply with necessary regulations
• Supporting the development of content and conversational design capability within the business area by coaching and mentoring colleagues, sharing knowledge and best practice, and contributing to community engagement

We’re looking for someone with a strong understanding of user-centred design and comprehensive knowledge of how to apply content design across complex products and services, including the effective use of design systems and shared content patterns. You must also demonstrate a solid knowledge of embedding accessibility and inclusion in design.

To succeed in this role, you’ll need to bring experience delivering content design for mid-size and increasingly complex projects and programmes, informed and validated by user research, and supported by a portfolio that demonstrates clear, inclusive, and user-centred content solutions.

In addition, you’ll need:

• Experience defining and leading design projects and programmes at pace, using agile delivery methods
• Experience in creating, testing and refining prompts for chatbots, virtual assistants, AI, and voice interfaces using natural language patterns
• Strong design thinking, writing, information architecture, and research skills
• Experience working in multidisciplinary teams and effectively collaborating with cross-functional partners, with proven leadership skills
• Strong stakeholder management skills with clear communication and expectation management, as well as the ability to present design rationale and advocate for the value and impact of design