Content Designer (Customer Loyalty & Rewards)

Location: Birmingham, Bristol or London. Hybrid working with attendance at the contractual location 3 days per week and 2 flexible days per week.

Company

hirify.global’s Consumer unit operates EE, BT and Plusnet brands and delivers consumer connectivity and digital services.

What you will do

• Design clear, accessible content that helps customers discover, understand and use EE Rewards.
• Create and optimise end-to-end customer journeys across EE’s website, app and other digital channels.
• Use customer research, behavioural insight, analytics and testing to improve content and customer outcomes.
• Collaborate with Product, Design, Engineering, Commercial, Legal and Regulatory stakeholders.
• Create, test and iterate content across the product lifecycle while meeting accessibility, governance, brand and regulatory standards.
• Support content publication and maintenance through content management platforms and contribute to content design best practice.

Requirements

• Proven experience designing user-centred digital content and customer journeys.
• Experience using customer research, analytics and insight to inform content decisions and drive continuous improvement.
• Strong stakeholder management and influencing skills in agile, multidisciplinary teams.
• Ability to simplify complex information and balance customer needs with commercial objectives.

Nice to have

• Experience in loyalty, rewards, membership or customer engagement propositions.
• Experience publishing through a Content Management System, ideally Adobe Experience Manager.
• Knowledge of inclusive design, accessibility standards and content governance.
• Understanding of SEO, experimentation, personalisation and optimisation techniques.
• Experience in a large-scale consumer or digital organisation.

Culture & Benefits

• Flexible hybrid working with two flexible days per week.
• 10% on-target annual bonus.
• Private GP access for employees and immediate family.
• Paid carers leave, equalised parental leave and a pension scheme with 5% employee and 10% employer contributions.
• Discounted EE and BT products, holiday purchase options, and additional healthcare, dental and gym benefits.
• Training, development support and a customer-first culture.