Knowledge Content Designer

About the role

Medibank Group's Medibank Hub is looking for a Knowledge Content Designer to turn complex information into intuitive, accessible and scalable knowledge experiences that help frontline teams deliver good customer outcomes. The role covers content design, user experience, information architecture and user-centred design. Both contract and permanent opportunities are available.

Key responsibilities

• Partner with Customer Change & Improvement Leads, subject matter experts and frontline teams to understand user needs and identify friction points.
• Design and improve frontline knowledge experiences that support day-to-day customer interactions.
• Translate complex processes and requirements into clear, structured and usable content.
• Conduct user research and gather insights to identify improvements.
• Create process flows, conversation guides and structured knowledge articles.
• Apply information architecture, accessibility and content design principles to improve findability and usability.
• Facilitate workshops and collaborate with stakeholders to develop evidence-based solutions.
• Use performance data and feedback to continuously improve content experiences.
• Help build scalable content systems and reusable content structures.

Required profile

• Experience in content design, UX writing, information architecture, service design or a related discipline.
• Experience designing complex content journeys, task-based content, process flows and structured knowledge experiences.
• A portfolio showing content design, UX writing, information architecture or knowledge experience work.
• Ability to balance multiple priorities in fast-paced environments.

Required skills

• User-centred design and user research capabilities.
• Excellent stakeholder engagement and facilitation skills.
• Strong written communication and the ability to simplify complex information.
• Proven track record of plain English content aligned with accessibility standards and readability metrics.