UX Designer (Content & Information Architecture)

The UX Designer (Content & Information Architecture) is responsible for creating clear, intuitive, and usercentered content experiences across digital platforms. This role focuses on understanding user needs, structuring information effectively, and delivering content that enhances usability, findability, and overall product understanding. The UX Designer (Content & IA) works closely with Product, Engineering, Design, and Customer teams to ensure documentation, onboarding flows, and communication touchpoints support seamless user journeys.

The ideal candidate combines UX thinking, content strategy, technical writing expertise, and customercentric communication. They are skilled at analyzing complex information, identifying content gaps, improving user workflows, and designing structured content systems that scale.

Key Responsibilities

1. UserCentered Content & Experience Design

Design and deliver clear, intuitive, and structured content for user journeys, product onboarding, release communication, and customer enablement.

Translate complex technical concepts into userfriendly content, guides, and communication materials.

Apply UX principles to improve clarity, comprehension, and endtoend user experience.

2. Information Architecture & Content Systems

Develop and maintain information architectures, taxonomies, content frameworks, and structured documentation systems.

Improve navigation, findability, and content hierarchy across portals, help centers, and documentation platforms.

Implement structured authoring (e.g., XML/DITA) and scalable documentation models.

3. Documentation & Communication Design

Create and manage technical documentation such as user guides, FAQs, API docs, onboarding materials, migration communication, and tutorials.

Develop content for product rollouts, feature updates, platform changes, and developer enablement.

Establish content standards, templates, guidelines, and toneofvoice consistency.

4. ResearchDriven Content Improvement

Conduct or participate in usability testing, feedback studies, surveys, and content performance analysis.

Use data, user insights, and behavioural signals to improve content clarity, structure, and effectiveness.

Continuously refine content based on user needs and product evolution.

5. CrossFunctional Collaboration

Partner with Product Managers, UX Designers, Engineers, Support, and Business teams to ensure content accuracy and alignment.

Participate in planning for new features, migrations, and customer programmes to identify content needs early.

Support change management through clear, wellstructured content and communication strategies.

6. Quality, Consistency & Accessibility

Ensure all content adheres to accessibility and inclusivedesign standards.

Maintain a consistent style across documentation, communication, and UX content touchpoints.

Contribute to content governance, quality checks, and process improvements.

MustHave Qualifications

7-12 years of experience in UX writing, UX content design, technical writing, content strategy, information architecture, or related UX/content roles.

Strong experience creating usercentred content that simplifies complex information and improves product usability.

Proven ability to design and manage information architecture, structured content systems, and scalable documentation models.

Strong analytical skills with the ability to interpret user feedback, conduct content testing, and apply insights to improve content.

Excellent written and verbal communication skills able to work with diverse stakeholders and present content decisions confidently.

Experience in crossfunctional, agile product environments partnering with Product, Engineering, UX, and Customer teams.

Preferred / NicetoHave

Experience with developerfacing or technical content (API docs, developer onboarding, technical workflows).

Familiarity with UX processes such as journey mapping, user research, IA audits, or usability testing.

Knowledge of structured authoring tools (MadCap Flare, Oxygen XML, DITA) or content management systems.

Experience working with government, enterprise, or platformscale products is a plus.

Exposure to tools like Figma, Confluence, GitHub, or content automation frameworks.

Experience contributing to chatbot training content, AIassisted knowledge models, or customersupport content optimisation.