Lead Content Designer - #2184991

LEAD CONTENT DESIGNER | NATIONAL PUBLIC HEALTH DIGITAL SERVICES
Brio Digital| Public Sector Digital

ROLE AT A GLANCE
Client: National health body
Role: Lead Content Designer
Day rate: £630 to £640 per day
IR35 status: Inside IR35
Contract end: 31 March 2027
Start: ASAP
Location: Hybrid, Leeds office 1 to 2 days per month, otherwise remote
Security: BPSS

ABOUT THE ROLE
Our client runs high-volume, public-facing digital services that allow millions of people across England to book, change and cancel health appointments online. Clear content has a direct effect on take-up, call-centre demand and public trust.

You will lead content across two connected product teams: one covering how people check eligibility and book appointments, and one covering how they view, change or cancel appointments they have already made. You will make sure the end-to-end journey is consistent, accessible and easy to understand.

You will own the content approach for both teams, set standards and work hands-on on complex journeys. You will work closely with user researchers, interaction designers, product managers, clinical colleagues and policy teams, and act as the senior content voice in design decisions and service assessments.

KEY RESPONSIBILITIES

Content leadership
- Set and maintain content strategy and standards across both services.
- Make sure content follows the client's design system and style guide, and contribute new patterns where gaps exist.
- Review and quality-assure content produced by other designers and teams.
- Mentor content designers and build content capability across both teams.
- Represent content design in service assessments against the GDS Service Standard.

Hands-on content design
- Design and iterate content for eligibility checks, booking flows, confirmations, reminders, changes and cancellations.
- Write and test transactional emails and SMS notifications.
- Turn complex clinical, eligibility and policy rules into plain English the public can act on.
- Design for accessibility (WCAG 2.2 AA) and for users with low digital confidence, low literacy or English as an additional language.
- Use research, analytics and call-centre insight to identify problems and measure the effect of content changes.

Stakeholder management
- Agree accurate content with clinical, policy, legal and communications stakeholders, often at pace when guidance changes.
- Explain and defend user-centred content decisions to senior stakeholders, with evidence.
- Work with other product teams to keep content consistent across the wider user journey.

ESSENTIAL SKILLS AND EXPERIENCE
- Proven experience as a Lead or Senior Content Designer on large-scale public sector digital services.
- Experience designing transactional services, such as booking, application or account management journeys.
- Strong working knowledge of the GDS Service Standard and experience taking services through assessments.
- Experience working in multidisciplinary agile teams.
- Excellent plain English skills and the ability to simplify complex or sensitive information.
- Solid understanding of accessibility and inclusive design.
- Confidence managing senior and specialist stakeholders, including clinical and policy experts.
- Experience leading, mentoring or reviewing the work of other content designers.

DESIRABLE
- Experience in health or patient-facing services.
- Experience with appointment or scheduling services.
- Experience writing email and SMS notifications at scale.
- Familiarity with a public sector design system and its content guidance.
- Experience working on services with seasonal or surge demand.

WHY THIS ROLE
- A visible national service used by millions of people.
- Ownership of content across two connected products, with influence over the full booking journey.
- Mainly remote, with light on-site attendance in Leeds.

HOW TO APPLY
Send your CV and portfolio, or examples of public sector work you can share, Please include your availability and confirm you are happy with the Inside IR35 rate.