DWP Digital – USS Content Designer 7 (CD)

Closing date for applications: 20/10/2022
Specialist role
Content designer
Summary of the work
Working as part of an internal DWP knowledge team, delivering iterative improvements to end user knowledge held within the ServiceNow toolset. In practical terms, is to review existing information and guidance within Knowledge Articles and remove unnecessary narrative, reduce and simplify complex and technical language.
Latest start date
Expected contract length
4/5 months
North West England
Organisation the work is for
Department for Work and Pensions
Maximum day rate
Early market engagement
Who the specialist will work with
You will be working as part of an internal multidisciplinary knowledge management team, you will have access to wider DWP resources such as content design, user research and design as and if required.
What the specialist will work on
Working as part of an internal multidisciplinary project team focussed on improving the Digital chatbot, increasing topics available and introducing search for knowledge, aligned to Knowledge Management Style Guide, in line with the new principles put in place as part of recent Knowledge transformation activity. The project team will plan and define the scope of the work with priority on topics that are most used or those that align with higher incident generating services. Further activity will be driven to improve DWP end user self service including removing unnecessary contact, increasing adoption of chatbot and knowledge within the digital platform.
Address where the work will take place
Manchester HUB 2 St Peter’s Square Manchester - M2 3AA or Peel Park Control Centre, Brunel Way, Blackpool, Lancashire - FY4 5ES
Working arrangements
Working arrangements will be a blend of remote working and working from the Manchester or Blackpool HUB site, you will spend roughly 40% of your time onsite and 60% at home.
Security clearance
BPSS minimum security clearance
Additional terms and conditions
How many specialists to evaluate
Cultural fit criteria
-Is accountable and takes responsibility for their work -Be transparent and collaborative when making decision -Share knowledge and experience with other team members
Assessment methods
Evaluation weighting
Technical competence 60% Cultural fit 20% Price 20%
Essential skills and experience
  • You will be responsible for creating, updating and reviewing content for end-to-end user journeys, making sure the most appropriate content is shown to users in the right place and time
  • A content designer is comfortable using evidence, data and research to make the right content decisions
  • You will make sure users' goals are met and that a service or other product meets policy intent
  • Can work within a multidisciplinary team across digital and non-digital channels
  • You contribute to and use style guides and design patterns to produce consistent content
  • Putting users' needs at the heart of their work, a content designer makes people's interactions with the government as simple and speedy as possible
  • Create new content and iteratively improve existing content across digital and non-digital channels to meet user needs and business objectives. Create clear, joined-up user journeys
  • Evaluate current content strategies based on the results of user research and data. Iteratively improve existing content
  • Help to set and implement style and other standards to create high-quality content
  • Take part in user research and work effectively with multidisciplinary teams including interaction designers and developers to create clear and relevant content
  • Build relationships and work closely with policy, legal and other expert colleagues to make sure content is accurate and consistent
  • Promote user-centred content design within the department and beyond
  • Able to use quantitative and qualitative data about users to turn user focus into outcomes
  • Delivers analysis and information that addresses stakeholder needs and provides recommendations
  • Collaborates with user researchers and other user-focussed professions
  • Guides others on approaches to understand user stories. Identifies and engages with users / stakeholders to collate user needs evidence, and understands and defines research which fits user needs
  • Understands and has experience of a range of user-centred practices
  • Can work with colleagues to plan and do continuous user research in a multidisciplinary team
  • Able to demonstrate a working understanding of design, technology and data principles. Understands the variety and complexity of users’ digital needs and how the product will meet those needs
  • Understands the importance of assisted digital. Able to design services and make decisions to meet user’s needs
Nice-to-have skills and experience
  • Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact
  • Encourage the use of different communication methods, including digital resources, and highlight the benefits, including ensuring cost effectiveness
  • Ensure communication has a clear purpose and takes into account people’s individual needs
  • Share information as appropriate and check understanding
  • Show positivity and enthusiasm towards work, encouraging others to do the same
  • Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests
  • Understand the strategic drivers for your area of work. Align activities to contribute to wider organisational priorities
  • Remain alert to emerging issues and trends which might impact your work area
  • Seek out and share experiences to develop knowledge of the team’s business area
  • Understand how the strategies and activities of the team create value and meet the diverse needs of all stakeholders

Closing date for applications: 20/10/2022

DWP Digital – USS Content Designer 7 (CD)

Closing date for applications: 20/10/2022

Specialist role:

Content designer


North West England


Department for Work and Pensions

Maximum day rate:


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