Senior Content Designer

📍 Job Overview

Job Title: Senior Content Designer

Company: Westpac

Location: Westpac on Takutai Square, Auckland, New Zealand

Job Type: Full-time, Fixed-term (until mid-August 2027)

Category: Content Design / Knowledge Management Operations

Date Posted: 2026-08-17

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Drive the creation and enhancement of clear, user-friendly content for Westpac's internal knowledge platform, KnowHow.

• Champion plain language principles and accessibility standards to ensure all employees can easily access and understand critical information.

• Lead content review cycles and improvement initiatives, leveraging data and feedback to optimize content effectiveness and user experience.

• Collaborate with cross-functional stakeholders to simplify complex information, enabling better decision-making and task completion across the organization.

• Contribute to shaping content and knowledge management best practices within a large financial services institution.

📝 Enhancement Note: This role is focused on internal knowledge management operations, specifically within a regulated industry (financial services). The emphasis on "Performance Excellence" and "KnowHow" platform suggests a strategic initiative to improve operational efficiency and employee enablement through structured information architecture and content governance. The "Senior" title implies leadership in content strategy and execution.

📈 Primary Responsibilities

• Develop and refine engaging, accessible, and accurate content for the internal knowledge platform (KnowHow) that supports employee understanding and task completion.

• Translate complex financial services policies, procedures, and product information into simple, actionable content for diverse employee audiences.

• Conduct content audits, gap analyses, and user research to identify areas for improvement and inform content strategy.

• Lead and facilitate content review sessions with subject matter experts and stakeholders to ensure accuracy, relevance, and compliance.

• Champion and implement plain language and accessibility best practices (e.g., WCAG guidelines) in all content creation and updates.

• Utilize insights from user feedback, analytics, and search query data to iteratively improve content discoverability and usability.

• Collaborate with technical teams to support content discovery through search engine optimization (SEO) for internal platforms and AI-enabled tools.

• Contribute to the development and ongoing refinement of content standards, style guides, and knowledge management processes.

• Proactively identify opportunities to enhance the overall knowledge-sharing ecosystem at Westpac.

• Support the integration of new content management technologies and strategies.

📝 Enhancement Note: The responsibilities highlight a blend of core content design skills with a strong operational focus on knowledge management, process improvement, and stakeholder collaboration within a corporate environment. The mention of "search and AI-enabled tools" points towards modern content operations practices.

🎓 Skills & Qualifications

Education: While specific degree requirements are not stated, a Bachelor's degree in Communications, English, Journalism, Information Science, or a related field is typically expected for senior roles in this domain.

Experience: Minimum of 5-10 years of progressive experience in content design, UX writing, technical writing, internal communications, or knowledge management.

Required Skills:

• Proven expertise in content design and UX writing, with a strong portfolio demonstrating ability to create clear, concise, and user-centered content.

• Exceptional writing, editing, and proofreading skills, with a keen eye for detail and accuracy.

• Demonstrated experience in stakeholder engagement, including the ability to collaborate effectively with diverse teams and influence decision-making.

• Proficiency in creating content for digital platforms, internal knowledge bases, or enterprise content management systems.

• A deep understanding of and passion for plain language principles and accessibility standards (e.g., WCAG).

• Ability to manage multiple projects simultaneously, prioritize tasks, and drive initiatives to completion in a fast-paced environment.

• Strong analytical skills to interpret user feedback, performance metrics, and search data to inform content strategy.

• A proactive, curious, and continuous improvement mindset. Preferred Skills:

• Experience within the banking, financial services, or another highly regulated industry.

• Familiarity with internal knowledge management platforms and strategies.

• Experience working with search technologies and AI-driven content discovery tools.

• Understanding of information architecture principles.

• Experience in leading content review processes and managing content lifecycles.

📝 Enhancement Note: The requirements emphasize practical experience and a results-oriented approach, aligning with typical expectations for senior operations roles that require both strategic thinking and execution capabilities. The preference for regulated industry experience is a key differentiator for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects that demonstrate expertise in content design for internal platforms or complex information domains.

• Include case studies that clearly articulate the problem, your approach (including content strategy, user research, and design process), and the measurable impact of your work.

• Highlight examples of content simplification, plain language application, and accessibility considerations.

• Demonstrate experience in managing content lifecycles, including creation, review, updates, and archival.

• Present evidence of collaboration with stakeholders and how you incorporated their feedback into the content design process. Process Documentation:

• Detail your methodology for content audits, gap analysis, and user needs assessment.

• Illustrate your approach to developing and maintaining content style guides, tone of voice guidelines, and terminology databases.

• Provide examples of how you have implemented and improved content review and approval workflows.

• Showcase your ability to use data (e.g., analytics, feedback, search queries) to measure content performance and drive iterative improvements.

📝 Enhancement Note: For a Senior Content Designer role focused on knowledge management operations, a portfolio is crucial. It should not only display writing quality but also strategic thinking, process adherence, and impact measurement, demonstrating an operations-oriented approach to content.

💵 Compensation & Benefits

Salary Range: For a Senior Content Designer with 5-10 years of experience in Auckland, New Zealand, the estimated salary range is NZD $100,000 - NZD $140,000 per annum. This range accounts for the seniority of the role, the specific skills required, and the cost of living in Auckland.

Benefits:

• Competitive salary package.

• 4 weeks of annual leave.

• 5 additional wellbeing leave days per year.

• Opportunities for purchased leave, allowing for up to 4 additional weeks per year.

• Comprehensive banking benefits.

• Discounts on insurance products.

• Participation in a superannuation scheme.

• Access to career development programs and internal mobility opportunities.

• Generous parental leave provisions.

• School holiday subsidy.

• Two paid volunteer days annually.

Working Hours: Full-time role, with flexible working options and a hybrid work arrangement. The standard working hours are likely to be around 40 hours per week, with flexibility provided.

📝 Enhancement Note: Salary estimate is based on industry benchmarks for similar roles in major New Zealand cities and considering the financial services sector. The benefits package is extensive and typical for a large, established organization like Westpac, offering significant perks beyond base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services. This industry is characterized by high regulatory scrutiny, a strong emphasis on customer trust, data security, and operational efficiency.

Company Size: Large enterprise (Westpac is a major banking institution with thousands of employees globally). This means established processes, potential for career growth, and complex organizational structures.

Founded: Westpac has a long history, founded in 1862. This longevity suggests stability, a deep understanding of the market, and a culture that has evolved over time.

Team Structure:

• The role sits within the "Performance Excellence" team, indicating a focus on driving efficiency and effectiveness across operations.

• This team likely comprises individuals with diverse skill sets focused on process improvement, analytics, and enablement.

• As a Senior Content Designer, you will likely collaborate closely with product managers, UX researchers, business analysts, and subject matter experts from various departments.

• Reporting structure is expected to be within a functional team led by a manager or head of Performance Excellence/Content Strategy. Methodology:

• Data-driven decision-making is paramount, with a strong reliance on metrics to measure content performance and operational impact.

• Emphasis on user-centric design and continuous improvement to enhance employee experience and operational outcomes.

• Adoption of modern content management practices, including plain language, accessibility, and leveraging technology for content discovery.

• Collaborative approach to problem-solving and process refinement.

Company Website: https://www.westpac.co.nz/

📝 Enhancement Note: The company's position as a major bank in New Zealand implies a culture that values stability, compliance, and customer focus, while also striving for innovation in areas like internal knowledge management to maintain a competitive edge.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position within the content operations and knowledge management domain. It signifies a high degree of autonomy, responsibility for strategic initiatives, and the ability to mentor or guide junior team members. The role is critical for improving internal operational efficiency and employee productivity.

Reporting Structure: The Senior Content Designer will likely report to a Manager or Head of Performance Excellence or a similar function. They will work closely with cross-functional teams, including business units, IT, and potentially HR, to ensure content aligns with business objectives and user needs.

Operations Impact: The impact of this role is significant. By improving the clarity, accessibility, and usability of internal knowledge, the Senior Content Designer directly contributes to:

• Reduced employee time spent searching for information.

• Improved accuracy of employee actions and decisions.

• Increased operational efficiency and productivity.

• Enhanced compliance and reduced risk due to clear guidance.

• Better employee onboarding and training effectiveness.

• Support for digital transformation initiatives. Growth Opportunities:

• Specialization: Deepen expertise in knowledge management, information architecture, or specific areas of financial services content.

• Leadership: Progress into a Content Strategy Lead, Knowledge Management Lead, or Managerial role, overseeing a team or larger initiatives.

• Cross-functional Moves: Transition into related roles like UX Strategy, Product Management, or Internal Communications within Westpac.

• Skill Development: Opportunities to gain expertise in AI-driven content tools, advanced analytics for content performance, and enterprise-level content governance.

• Mentorship: Opportunity to mentor junior content designers and contribute to the development of content practices across the organization.

📝 Enhancement Note: The "Senior" designation and the focus on shaping practices suggest a role with significant growth potential beyond individual contribution, including leadership and strategic influence within Westpac's operational framework.

🌐 Work Environment

Office Type: Hybrid role, with centrally located offices in Britomart, Auckland. This indicates a modern, professional office environment designed for collaboration.

Office Location(s): Westpac on Takutai Square, Britomart, Auckland. This is a prime business district location, offering excellent accessibility and proximity to amenities.

Workspace Context:

• Collaborative Environment: The office space is likely designed to foster teamwork, with areas for brainstorming, team meetings, and informal interactions.

• Tools & Technology: Access to standard office productivity tools, as well as specialized content management systems, collaboration software, and potentially AI-powered knowledge tools.

• Team Interaction: Regular opportunities to engage with the Performance Excellence team, cross-functional colleagues, and potentially senior leadership, fostering a dynamic and communicative work environment.

Work Schedule: A hybrid model allows for a balance between in-office collaboration and remote work flexibility. Standard full-time hours (approximately 40 per week) are expected, with a focus on output and effectiveness rather than strict hours.

📝 Enhancement Note: The hybrid nature and prime office location suggest a company that values employee well-being and productivity, providing a professional and adaptable workspace conducive to complex operational tasks.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and cover letter, with a focus on relevant experience in content design, knowledge management, and the financial sector.

• Portfolio Presentation: You will likely be asked to present your portfolio, showcasing key projects that demonstrate your skills in simplifying complex information, stakeholder collaboration, and driving content improvements. Be prepared to discuss your process, challenges, and outcomes.

• Skills-Based Interview: Questions will assess your writing and editing abilities, understanding of plain language and accessibility, stakeholder management skills, and problem-solving approaches.

• Behavioral & Situational Interviews: Expect questions about how you handle conflicting priorities, manage difficult stakeholders, drive change, and contribute to a team environment.

• Case Study/Exercise: A practical exercise or case study may be given to assess your ability to tackle a specific content challenge relevant to the KnowHow platform or internal processes.

• Final Interview: Potentially with senior leadership to assess cultural fit and strategic alignment.

Portfolio Review Tips:

• Curate Strategically: Select projects that best represent your experience with internal platforms, complex information, and process improvement.

• Quantify Impact: Whenever possible, include metrics demonstrating the positive outcomes of your content work (e.g., reduced support tickets, improved task completion times, increased user satisfaction).

• Show Your Process: Clearly outline your approach, from understanding user needs and stakeholder requirements to content creation, testing, and iteration.

• Highlight Collaboration: Detail how you worked with subject matter experts, UX researchers, and other stakeholders to achieve your goals.

• Focus on "Why": Explain the strategic reasoning behind your design decisions and how they align with business objectives.

Challenge Preparation:

• Familiarize yourself with Westpac's public-facing content and understand their brand voice and communication style.

• Research common challenges in internal knowledge management for large organizations, especially in financial services.

• Prepare examples of how you would simplify a complex financial process or policy into clear, actionable guidance.

• Consider how you would approach user research and feedback collection for an internal platform.

📝 Enhancement Note: The interview process for a senior role in a financial institution will be rigorous, focusing on both technical content skills and operational acumen. A strong portfolio and clear articulation of process are critical.

🛠 Tools & Technology Stack

Primary Tools:

• Content Management Systems (CMS): Experience with enterprise-level CMS platforms for managing and publishing content. While not specified, familiarity with common CMS architectures is beneficial.

• Collaboration Tools: Microsoft Teams, Slack, or similar platforms for team communication and project collaboration.

• Project Management Software: Tools like Jira, Asana, or Trello for managing content projects and workflows.

• Document Creation & Editing: Microsoft Office Suite (Word), Google Workspace (Docs), or specialized writing tools.

Analytics & Reporting:

• Web Analytics (Internal Focus): Tools to track content usage, user engagement, and search effectiveness on internal platforms. This might involve custom dashboards or internal analytics solutions.

• Feedback Tools: Mechanisms for collecting and analyzing user feedback on content.

• Performance Metrics: Ability to define and track KPIs related to content accuracy, usability, and impact.

CRM & Automation:

• While this role is not directly CRM-focused, understanding how customer-facing information (potentially managed in CRM) might inform internal knowledge is useful.

• Familiarity with workflow automation tools could be beneficial for improving content review and publishing processes. AI & Search:

• Search Optimization Tools: Understanding principles of internal search engine optimization.

• AI-Enabled Tools: Experience or understanding of how AI can assist in content creation, summarization, or discovery is a plus, as mentioned in the job description.

📝 Enhancement Note: The technology stack will likely be enterprise-grade, with a focus on managing large volumes of information and ensuring accessibility and discoverability. Familiarity with tools that support content governance and analytics is key.

👥 Team Culture & Values

Operations Values:

• Customer Focus: Even for internal roles, understanding the "internal customer" (employees) and their needs is paramount for driving operational effectiveness.

• Integrity & Trust: Essential in financial services, this translates to ensuring all content is accurate, reliable, and compliant.

• Excellence: A drive to achieve high standards in content quality, process efficiency, and stakeholder satisfaction.

• Collaboration: Working effectively across teams to achieve shared goals, fostering a supportive and inclusive environment.

• Innovation: A willingness to explore new approaches and technologies to improve knowledge sharing and operational processes.

Collaboration Style:

• Cross-functional Integration: The role requires close collaboration with various business units, IT, compliance, and UX teams to gather requirements, validate content, and ensure alignment with strategic objectives.

• Feedback-Driven: An open approach to receiving and giving constructive feedback, essential for continuous improvement of content and processes.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and insights to elevate the collective capability within the organization.

📝 Enhancement Note: Westpac's stated values of "Create Better Futures Together" and their emphasis on individuality suggest a culture that balances corporate responsibility with employee empowerment and collaboration.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Information: Navigating and simplifying highly technical or regulated financial services information.

• Stakeholder Management: Aligning diverse stakeholder needs and priorities, especially in a large organization.

• Content Governance: Ensuring consistency, accuracy, and compliance across a vast amount of internal documentation.

• Adoption of New Practices: Driving the adoption of plain language and modern content strategies within a potentially traditional corporate structure.

• Measuring Impact: Quantifying the ROI of content improvements and knowledge management initiatives.

Learning & Development Opportunities:

• Advanced Content Strategy: Opportunities to develop expertise in enterprise content strategy, information architecture, and knowledge management frameworks.

• Industry Trends: Staying abreast of advancements in AI, search technology, and content operations within the financial services sector.

• Leadership Skills: Developing skills in project leadership, team mentorship, and strategic planning for content initiatives.

• Formal Training: Access to Westpac's internal training programs, workshops, and potentially external certifications related to content, UX, or financial services.

📝 Enhancement Note: The challenges presented are typical for senior operational roles in large, regulated industries, offering ample opportunities for skill development and professional growth.

💡 Interview Preparation

Strategy Questions:

• "How would you approach simplifying a complex banking regulation for frontline staff?" (Focus on process, user empathy, and clarity)

• "Describe a time you had to manage conflicting feedback from multiple stakeholders on a piece of content. How did you resolve it?" (Highlight negotiation, prioritization, and strategic communication)

• "What metrics would you use to measure the effectiveness of our internal knowledge platform, KnowHow?" (Demonstrate understanding of operational KPIs and impact measurement)

• "How do you ensure content remains accurate and up-to-date in a dynamic industry like financial services?" (Focus on process, governance, and lifecycle management) Company & Culture Questions:

• "What do you know about Westpac's commitment to customer service and its role in the New Zealand economy?" (Show research and alignment with company mission)

• "How do you see this Senior Content Designer role contributing to Westpac's 'Performance Excellence' team?" (Connect your skills to team objectives)

• "How do you approach building relationships with subject matter experts and business stakeholders?" (Emphasize collaboration and communication skills) Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, with a clear introduction, project overview, your role, challenges, solutions, and outcomes.

• Storytelling: Frame each project as a narrative – the problem, your strategic approach, the execution, and the measurable results.

• Focus on Process: Detail your content design process, including research, wireframing, content creation, testing, and iteration.

• Quantify Everything: Use data and metrics to demonstrate the impact of your work. If direct metrics aren't available, use qualitative feedback or logical reasoning.

• Tailor to Westpac: If possible, draw parallels between your past work and the challenges at Westpac, especially regarding internal knowledge management.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just strong content skills, but also an operational mindset, strategic thinking, and the ability to drive tangible improvements within a corporate environment.

📌 Application Steps

To apply for this Senior Content Designer position:

• Submit your application through the provided link on the Westpac careers portal, including your CV and Cover Letter.

• Portfolio Customization: Ensure your portfolio is tailored to showcase projects most relevant to internal knowledge platforms, complex information simplification, and stakeholder collaboration. Prioritize case studies with quantifiable results.

• Resume Optimization: Update your resume to highlight keywords from the job description, such as "content design," "UX writing," "knowledge management," "plain language," "accessibility," and "stakeholder engagement." Quantify achievements wherever possible.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to walk through your portfolio and discuss your content strategy and process in detail.

• Company Research: Thoroughly research Westpac's mission, values, recent news, and their approach to employee experience and digital transformation. Understand the context of the financial services industry in New Zealand.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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