Content Designer (UX Writer)

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Key Information

Job title: Content Designer (UX Writer)

Salary:     Circa £40K + TFL Benefits                                    
Grade:  2  Contract type: (TfL)      

Reference: 3001 

Team:  Customer Info and Design & Partnerships Directorate: Customer & Strategy Officer

Contract details:  Permanent                               Location*: Endeavour Square, Stratford (Hybrid)

Application closing date: Sunday 18th Jan at 23:59 

 
*Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.  

Overview of project/role 

The Content Designer determines what and when digital content is to be produced and released as well as the editorial guidance and overall quality assurance. You will research, write, edit and publish content via Digital channels to improve TfL’s customer communications. The job holder will engage with defined stakeholders and support Marketing Communications while achieving efficiency and the TfL business outcomes. 

As the Content Designer, you will take lead responsibility for defined subject areas such as Fares or Road User Charging ensuring that content and tools meet customer expectations and business objectives.  You will collaborate closely with Technology and Data to ensure that decisions are supported by analytics and industry best practice and align with the intended user experience.

Key Accountabilities  

• Develop a network of contacts across the business to source and update content and features aligned to corporate and departmental objectives for publication via digital channels
• Develop an in-depth understanding of our digital content strategy, use it to take decisions about what we publish and explain those decisions to stakeholders
• Take lead responsibility for some subject areas such as Road User Charging or Fares etc.
• Lead and project manage content reviews of delegated subject areas including running workshops with User Experience and business stakeholders, understanding user journeys and devising new IAs etc
• Represent all digital channels in integrated working groups for designated subject areas
• Plan, write, edit and publish content to meet customer and business objectives and timescales
• Develop and maintain an in-depth knowledge of TfL’s digital services, content and user experience and use this to minimise duplication and optimise navigation so that the content delights the customer as far as possible
• Provide expertise across the business on digital channel strategy, digital content, tone of voice and house style
• Ensure that TfL’s core values, voice, editorial style and brand guidelines for each channel are applied consistently across editorial, imagery and other content to protect and enhance the reputation of the organisation
• Provide expertise and advice to stakeholders, working with them to determine their requirements and helping them make the best use of our digital channels
• Provide expertise to grow digital skills across the organisation
• Evaluate digital communications providing reporting as required in close collaboration with the Digital Analytics Team and contribute to a continuous cycle of learning and improvement across digital channels
• Plan and schedule the publication of digital content to ensure the department meets key deadlines and objectives. 

Skills, Knowledge & Experience  

 Skills

• Very strong copywriting, editing and proofing skills with an eye for accurate grammar, spelling and technical detail
• Excellent stakeholder management skills with good ability to negotiate and influence
• Very strong verbal and written communication skills
• Good ability to communicate complicated issues to a wide range of audiences in a straightforward and diplomatic manner
• Ability to work rapidly, consistently and proactively to a very high standard of performance
• Project management skills including Waterfall and Agile 

Knowledge

• Good understanding of digital technologies and content management e.g. RedDot, Photoshop, Acrobat Pro HTML, CX Social
• Good understanding of key digital media tools and trends including SEO and reporting
• Good understanding of web accessibility legislation and standards such as WCAG
• Good understanding of project management techniques and principles including Waterfall and Agile
• Good understanding of how to turn analytics into improved customer experience
• In-depth up-to-date understanding of what works on different digital channels
• Good awareness of user-centred design principles and application to content generation, management and publication
• Awareness of current and emerging tech trends and best practice in marketing, communications and customer info
• Appreciation of Data Protection, Personal Identifiable Information 

Experience

• Substantial level of digital writing and editorial experience, gained in a large, complex, politically sensitive organisation with multiple demanding stakeholders
• Experience of leading digital content projects
• Experience of working in cross functional Agile teams
• Experience of running workshops
• Experience of working as part of a creative team delivering accurate copy to tight deadlines
• Experience in producing and editing digital content using content management systems and related software
• Good experience of digital content strategy and tailoring online content to that strategy across complex multi-channel environments including, in particular, mobile platforms 

Application Process 

• Please apply using your CV and a one-page covering letter 

• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter 

• PDF format preferred and do not include any photographs or images 

  
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Equality, diversity and inclusion 

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. 

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Benefits  
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 
Final salary pension scheme 
Free travel for you on the TfL network 
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays 
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional) 
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers 
Discounted Eurostar travel