Senior Content Designer

📍 Job Overview

Job Title: Senior Content Designer

Company: Westpac New Zealand

Location: Westpac on Takutai Square, Auckland, New Zealand

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

Category: Content Operations / Knowledge Management

Date Posted: 2026-08-06

Experience Level: Mid-Senior (5-10 years implied)

Remote Status: Hybrid

🚀 Role Summary

• Drive enhancements to Westpac's internal knowledge platform, KnowHow, ensuring efficient information dissemination.

• Develop and refine clear, user-centric content that empowers employees to access information, make informed decisions, and complete tasks effectively.

• Champion the principles of plain language and digital accessibility across all internal content initiatives.

• Lead content review processes and spearhead improvement projects to elevate knowledge management practices.

• Leverage data-driven insights and user feedback to continuously optimize content performance and relevance.

• Support content discoverability through the strategic application of search engine optimization (SEO) and AI-enabled tools.

• Collaborate cross-functionally to shape and embed robust content and knowledge management strategies throughout Westpac.

📝 Enhancement Note: This role, while titled "Senior Content Designer," has significant operational implications, focusing on the efficiency and effectiveness of internal knowledge sharing. The emphasis on process, system improvement (KnowHow platform), and stakeholder management aligns it closely with operational functions that support GTM and employee productivity. The fixed-term nature suggests a project-driven focus, likely involving the overhaul or significant enhancement of the existing knowledge management system.

📈 Primary Responsibilities

• Develop and meticulously improve clear, concise, and user-friendly content for the internal knowledge platform (KnowHow) and other relevant digital channels.

• Translate complex information, policies, and procedures into easily digestible content for a diverse employee base.

• Ensure all created and updated content remains accurate, relevant, and aligned with current business objectives and regulatory requirements.

• Act as a strong advocate for plain language principles and digital accessibility standards, embedding them into all content creation workflows.

• Lead and facilitate content review cycles, collaborating with subject matter experts and stakeholders to ensure quality and accuracy.

• Proactively gather and analyze user feedback, performance metrics, and usage data to identify areas for content improvement and optimization.

• Implement and refine content discovery strategies, including search optimization techniques and the integration of AI-powered tools, to enhance user experience.

• Contribute to the strategic development and ongoing evolution of content and knowledge management practices across Westpac New Zealand.

• Partner with various business units to understand their content needs and provide expert guidance on best practices for knowledge sharing.

• Maintain an up-to-date understanding of industry trends in content design, knowledge management, and digital communication to inform strategy and execution.

📝 Enhancement Note: The responsibilities highlight a blend of content creation, strategic oversight, and operational process improvement. The focus on "improving how knowledge is shared" and "content discovery through search and AI-enabled tools" points to a need for understanding how content functions as an operational asset, directly impacting employee efficiency and decision-making.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in Communications, English, Journalism, Information Science, or a related field is often preferred for senior roles in this domain. Equivalent practical experience will also be strongly considered.

Experience: A minimum of 5-10 years of progressive experience in content design, UX writing, technical writing, internal communications, or knowledge management. Proven experience in managing and improving digital content platforms is essential.

Required Skills:

• Exceptional writing, editing, and proofreading skills with a proven ability to simplify complex information.

• Strong stakeholder engagement and relationship management capabilities, with experience collaborating across diverse business units.

• Demonstrated experience in creating and managing content for digital platforms, intranets, or knowledge management systems.

• A deep understanding of and passion for plain language principles and their application in professional environments.

• Proven ability to champion accessibility standards (e.g., WCAG) in content creation and platform design.

• Proficiency in managing multiple projects, prioritizing tasks, and driving initiatives to completion within deadlines.

• A proactive and curious mindset with a strong commitment to continuous improvement and learning.

• Experience in conducting content audits, gap analyses, and implementing strategic content improvements.

• Ability to interpret user feedback and analytics to inform content strategy and decision-making. Preferred Skills:

• Experience working within the banking, financial services, or a similarly regulated industry.

• Familiarity with search engine optimization (SEO) principles for content discoverability.

• Exposure to AI-enabled tools and their application in content management and knowledge discovery.

• Experience with content management systems (CMS) and knowledge management platforms.

• Understanding of user experience (UX) design principles and methodologies.

• Experience in facilitating workshops or training sessions on content best practices.

📝 Enhancement Note: The implied experience level of 5-10 years suggests the need for candidates who can not only execute but also strategize and lead. The "Senior" title indicates an expectation of mentorship and the ability to influence broader content strategies, particularly within a regulated environment like banking. The emphasis on "driving improvements" and "leading content reviews" points to a need for process ownership and operational rigor.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects demonstrating expertise in content design, UX writing, or knowledge management.

• For each project, clearly articulate the problem statement, your role and contributions, the process followed, and the measurable outcomes achieved.

• Include examples of how you simplified complex information, improved user experience, or enhanced content discoverability.

• Demonstrate experience with digital platforms, intranets, or knowledge management systems through specific case studies.

• Highlight examples of applying plain language and accessibility standards in practice.

• Provide evidence of stakeholder collaboration and how you managed competing priorities or feedback.

• Quantify impact where possible, using metrics related to user engagement, task completion rates, or reduction in support queries. Process Documentation:

• Illustrate your systematic approach to content creation, from research and planning through to creation, review, and publication.

• Detail your methodologies for conducting content audits, gap analyses, and developing content strategies.

• Provide examples of how you have documented content workflows, style guides, or governance policies.

• Showcase your process for integrating user feedback and performance data into iterative content improvements.

• Outline your approach to championing and implementing plain language and accessibility best practices within a team or organization.

📝 Enhancement Note: For a Senior Content Designer role, a portfolio is crucial. It needs to go beyond just showcasing writing samples. It should demonstrate strategic thinking, process-oriented execution, and the ability to measure and communicate the impact of content initiatives on business objectives, aligning with operational efficiency and knowledge management goals.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Content Designers in Auckland, New Zealand, with 5-10 years of experience in a regulated industry, the estimated salary range is NZD $100,000 - $135,000 per annum. This range accounts for the senior level of the role, the specific skills required, and the competitive market in Auckland's financial sector.

Benefits:

• Competitive salary package.

• Fixed-term contract offering a defined period of employment.

• Hybrid working model with flexible working options.

• Centrally located modern offices in Britomart, Auckland.

• 4 weeks of annual leave.

• 5 additional wellbeing leave days per year.

• Opportunities to purchase additional leave (up to 4 weeks per year).

• Comprehensive banking benefits.

• Discounted insurance policies.

• Access to a superannuation scheme.

• Opportunities for career development and internal mobility within Westpac.

• Generous parental leave provisions.

• School holiday subsidy.

• Two paid volunteer days annually.

Working Hours: Standard full-time hours, likely around 40 hours per week, with flexibility offered through the hybrid work arrangement. Specific daily start and end times can be discussed, balancing operational needs with employee flexibility.

📝 Enhancement Note: The salary estimate is based on publicly available data for similar roles in Auckland, New Zealand, considering the specified experience level and industry. The benefits listed are directly extracted from the provided job description, highlighting a strong employee value proposition.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking and Financial Services. This is a highly regulated industry requiring a strong emphasis on accuracy, compliance, risk management, and customer trust.

Company Size: Westpac New Zealand is a major financial institution, implying a large, complex organization with established processes, a diverse workforce, and significant market presence. This size offers opportunities for broad impact and exposure to various business functions.

Founded: Westpac has a long history in New Zealand, founded over 160 years ago. This longevity suggests a stable organization with deep roots and a commitment to long-term growth and community engagement.

Team Structure:

• The Senior Content Designer will be part of the "Performance Excellence" team. This team likely focuses on improving operational efficiency, employee effectiveness, and overall business performance through strategic initiatives.

• The role involves working with stakeholders across the entire business, indicating a cross-functional reporting or collaboration structure, rather than being siloed within a single department.

• The team likely comprises individuals with expertise in process improvement, operational efficiency, and potentially knowledge management, data analysis, and change management. Methodology:

• Emphasis on data-driven decision-making, using insights and feedback to guide content improvements.

• A strong focus on user-centricity, ensuring content meets the needs of employees.

• Commitment to continuous improvement and innovation, particularly in leveraging tools like AI for better knowledge discovery.

• Collaborative approach, working closely with stakeholders to achieve shared objectives.

• Advocacy for best practices in communication, such as plain language and accessibility.

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

📝 Enhancement Note: The context of a large, regulated financial institution like Westpac is crucial. It implies a need for meticulousness, adherence to strict compliance, and a strong understanding of risk. The "Performance Excellence" team suggests a focus on driving tangible improvements in operational metrics.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior Individual Contributor level. A Senior Content Designer is expected to operate with a high degree of autonomy, take ownership of complex projects, and influence strategy within their domain. They are often seen as subject matter experts who can mentor junior team members and guide process improvements.

Reporting Structure: The role reports into the Performance Excellence team. While the direct manager is likely focused on operational efficiency and team performance, the Senior Content Designer will also collaborate closely with various business units, product owners, and potentially IT teams involved with the KnowHow platform.

Operations Impact: The Senior Content Designer's work directly impacts operational efficiency by making critical information accessible and understandable to employees. This reduces time spent searching for information, minimizes errors, improves decision-making speed, and supports compliance efforts. By improving the KnowHow platform, the role contributes to a more informed and productive workforce, indirectly boosting overall business performance and customer service quality.

Growth Opportunities:

• Specialization: Deepen expertise in knowledge management strategies, AI-driven content solutions, or specialized content for regulated industries.

• Leadership: Transition into a Team Lead or Managerial role within a content, communications, or operations team, overseeing strategy and people management.

• Cross-functional Mobility: Move into related operational roles such as Business Analyst, Process Improvement Specialist, or even Product Management for internal tools.

• Project Management: Lead larger, more complex knowledge management or digital transformation projects.

• Industry Expertise: Leverage experience gained at Westpac to move into similar senior roles in other financial institutions or large enterprises.

📝 Enhancement Note: The "Senior" designation, combined with the focus on improving a critical internal system like KnowHow, suggests significant potential for growth within operational and strategic functions at Westpac or within the broader financial services industry. The fixed-term nature might also present an opportunity to prove oneself for a permanent role or to gain specific project experience.

🌐 Work Environment

Office Type: The role is based in a modern, centrally located office in Britomart, Auckland. This typically implies a professional, collaborative, and well-equipped workspace.

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

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on stakeholder engagement suggest a workplace that encourages interaction, teamwork, and knowledge sharing. Expect opportunities to work with diverse teams on projects.

• Technology & Tools: Access to Westpac's internal IT infrastructure, including the KnowHow platform, relevant content management systems, and potentially collaboration tools like Microsoft Teams or Slack.

• Team Interaction: Regular opportunities to connect with the Performance Excellence team and various business stakeholders, both in person and virtually, to drive content initiatives.

Work Schedule: The role is full-time (likely 40 hours per week) with a hybrid arrangement. This means a blend of working from the office and remotely. The exact office days can likely be negotiated, offering flexibility to balance personal needs with team collaboration requirements.

📝 Enhancement Note: The description points to a modern, flexible work environment typical of large corporations aiming to attract talent. The Britomart location is a significant plus for accessibility and professional networking.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and cover letter, with a particular focus on your experience in content design, knowledge management, and stakeholder engagement.

• First Interview: Likely a conversation with the hiring manager or a senior member of the Performance Excellence team to assess your experience, skills, and cultural fit. Be prepared to discuss your motivations and understanding of the role.

• Portfolio Presentation/Case Study: A key stage where you will be asked to present examples from your portfolio. This may involve a specific case study or a walkthrough of your most relevant projects, demonstrating your process and impact.

• Stakeholder Interview(s): Interviews with key stakeholders from different business units you would be supporting, to evaluate your collaboration skills and ability to understand diverse needs.

• Final Interview: Potentially with a more senior leader to confirm suitability and discuss final terms.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best align with the job description's requirements, especially those involving internal knowledge platforms, simplification of complex information, and measurable improvements.

• Structure Your Narrative: For each project, clearly outline the challenge, your specific role and actions, the process you followed (methodologies, tools used), and the quantifiable results or impact achieved. Use the STAR method (Situation, Task, Action, Result) as a framework.

• Highlight Process & Rationale: Don't just show the final output; explain why you made certain design or content choices. Showcase your understanding of user needs, plain language, accessibility, and how you drove improvements.

• Demonstrate Collaboration: Include examples of how you worked with subject matter experts, stakeholders, or technical teams.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your work (e.g., increased user satisfaction, reduced support tickets, improved task completion rates).

• Prepare for Questions: Anticipate questions about your decision-making process, how you handle feedback, and how you would approach specific challenges at Westpac.

Challenge Preparation:

• Be prepared for a potential practical exercise or a deeper dive into a case study during the interview process. This might involve analyzing a piece of content, suggesting improvements for a specific scenario on the KnowHow platform, or outlining a strategy for a new knowledge initiative.

• Practice articulating your thought process clearly and concisely, especially when discussing complex problems or strategic approaches.

• Research Westpac's values, mission, and recent initiatives to demonstrate your understanding of the organization and how your role contributes to its goals.

📝 Enhancement Note: The emphasis on portfolio review and potential case studies is critical for this role. Candidates should prepare to demonstrate not just writing ability but a strategic, process-driven approach to content design and knowledge management.

🛠 Tools & Technology Stack

Primary Tools:

• Content Management Systems (CMS): Experience with various CMS platforms for managing digital content. Specific platforms used by Westpac are not detailed but familiarity with enterprise-level systems is expected.

• Knowledge Management Platforms: Direct experience with or ability to quickly learn and optimize platforms like KnowHow. Understanding of knowledge base structures, tagging, and taxonomy is key.

• Collaboration Tools: Proficiency in tools such as Microsoft Teams, Slack, or similar platforms for team communication and project management.

• Word Processing & Presentation Software: Advanced skills in Microsoft Office Suite (Word, PowerPoint) or Google Workspace for document creation, editing, and presentations.

Analytics & Reporting:

• Web Analytics Tools: Familiarity with tools like Google Analytics or similar for tracking content performance, user engagement, and identifying trends.

• User Feedback Tools: Experience with surveys, feedback forms, or user testing platforms to gather qualitative data.

• Reporting Dashboards: Ability to interpret data from dashboards and translate insights into actionable content strategies.

CRM & Automation:

• While not a direct CRM role, understanding how internal content might interface with customer-facing systems or how employee-facing tools support business processes is beneficial. Familiarity with workflow automation principles can also be advantageous for improving content processes.

• Search & AI Tools: Experience or understanding of how search algorithms work for internal platforms and the potential application of AI in content categorization, summarization, or discovery.

📝 Enhancement Note: While specific tool names for the internal KnowHow platform are not provided, the role requires a strong aptitude for learning new systems and a general understanding of the types of technologies used in enterprise content and knowledge management. The mention of "AI-enabled tools" is a key indicator of modern technology expectations.

👥 Team Culture & Values

Operations Values:

• Customer Focus: Although this role is internal, the principle of serving the "internal customer" (employees) with clear, accessible information is paramount.

• Excellence & Performance: A drive to achieve high standards in content quality, platform functionality, and operational efficiency through the Performance Excellence team.

• Collaboration: A strong emphasis on working together across departments to achieve shared goals and improve organizational knowledge.

• Integrity & Trust: Upholding accuracy, compliance, and reliability in all content, reflecting Westpac's broader organizational values.

• Continuous Improvement: A commitment to learning, adapting, and proactively seeking ways to enhance processes and outcomes.

Collaboration Style:

• Cross-functional Integration: Expected to work seamlessly with stakeholders from various business units, IT, HR, and potentially legal/compliance to ensure content is accurate, relevant, and meets diverse needs.

• Process Review & Feedback: A culture that encourages open feedback on content and processes, with a willingness to iterate and improve based on input.

• Knowledge Sharing: A proactive approach to sharing insights, best practices, and learnings with team members and stakeholders to foster a collective understanding and capability.

📝 Enhancement Note: The company culture emphasizes teamwork and achieving objectives together. For this role, it means being an active participant in cross-functional projects and contributing to a positive, high-performing team environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Simplifying Complexity: The core challenge will be translating intricate financial products, policies, and procedures into easily understandable content for a non-expert audience.

• Managing Diverse Stakeholders: Balancing the varied needs, priorities, and communication styles of stakeholders across different departments within a large organization.

• Keeping Content Current: Ensuring the vast amount of information on the KnowHow platform remains up-to-date, accurate, and relevant in a fast-paced financial environment.

• Driving Adoption: Encouraging employees to utilize the KnowHow platform effectively and embrace new content or process improvements.

• Fixed-Term Contract: Adapting to a project-based role with a defined end date, while still aiming for significant, lasting impact.

Learning & Development Opportunities:

• Deepen Knowledge Management Expertise: Gain hands-on experience optimizing a large-scale internal knowledge platform and understanding best practices in knowledge retention and retrieval.

• Financial Services Acumen: Develop a stronger understanding of the banking and financial services industry, its regulatory