Lead UX Writer

3 weeks ago

Bristol, United Kingdom Motability Operations Full time

**About The Role**:
Motability Operations has been working to improve how we communicate to our customers via our digital offering. We are looking for a Senior Content Designer to continue to support us on this journey, looking at content across both the main website but also in the Online Account area.

Main responsibilities:

- Content Strategy experience and influencing senior stakeholders.
- Team management
- Establish consensus for these guidelines across stakeholders from areas of the business such as marketing, legal, customer services and dealer services
- Contribute to implementing a process for creating, reviewing and approving content
- Collaborate with, train and support UX designers from each stream of work to influence the design of solutions with a content-first mindset
- Create and review written content

**About You**:
User-centred content design
You direct the approach to content lifecycle management to make sure content is regularly reviewed and evaluated by teams. You oversee teams’ work to make sure the right content is being produced to meet the needs of users. You have extensive experience of creating, iterating, managing and overseeing content across multiple channels. You encourage teams to review and evaluate the effectiveness of processes and systems and support them to iterate for improvements. You are accountable for the production of high-quality, user-focused content.
Stakeholder management
You are able to bring together people from different parts of the business to achieve consensus and ensure different business needs are represented.
Content know-how
You are able to advise on the best format and words to communicate with customers. You’re not just a great writer, but also understand that the form and function of content is important. You’re able to pick the best formats and words for short form things such as buttons labels and error messages through to complex things such as step-by-step instructions and T&Cs in a way that represents the Motability brand. You are able to present recommendations with clear rationale with authority while being open to constructive feedback from users and stakeholders. You put accessibility requirements at the heart of approaches to designing content and encourage others to do the same.
Coaching
You can help other people create better content.
Agile working

Ability to think strategically
You are able to lead strategic content initiatives such as creating content guidelines and processes across multiple products.

**Minimum criteria**:

- Experience in designing accessible content for digital channels
- Experience working in an agile delivery environment.
- Significant Content Strategy experience and influencing senior stakeholders.
- Experience writing content to a high level, that is audience appropriate and is very effective at communicating to users.
- Team management experience
- Significant coaching and mentorship experience

**About The Company**:
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

- We find solutions
- We drive change
- We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, you can expect:

- An annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
- Employee Discount Scheme with a huge number of retailers and an app to save on the go
- Discounted Electric/Hybrid Car Salary Sacrifice Scheme
- Access to the Cycle to Work Scheme (we have showers, chan

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