Content ​/ Experience Designer

In short: Working across several projects simultaneously, you'll play a key role in shaping content and user experiences that help business customers navigate complex pension and workplace savings propositions.

About the Opportunity

Our client is one pf the largest banks in the UK, As part of their ongoing digital transformation, they are investing heavily in creating seamless, customer‑centric experiences across their products and services.

An exciting opportunity has arisen for a Content / Experience Designer to join the team, working within the employer proposition space. This is a highly visible role focused on designing content experiences for workplace employers considering us as their pension and benefits provider.

The environment is complex, highly regulated, and stakeholder-heavy, making this an excellent opportunity for a designer who enjoys solving challenging problems and influencing across multiple teams.

The Role

You’ll be joining an established, high-performing design team consisting of:

• 2 UX Designers
• 1 User Researcher
• 1 Service Designer

This role requires someone who can confidently balance user needs, business objectives, regulatory requirements, and stakeholder expectations while producing clear, effective content experiences within digital channels.

Key Responsibilities

• Design clear, user‑focused content and experiences for employer-facing digital journeys.
• Work within agile, multidisciplinary product teams to define priorities, shape solutions, and deliver customer value.
• Create and maintain content designs and user journeys using Figma.
• Collaborate closely with UX Designers, Researchers, Service Designers, Product Owners, and Engineers.
• Facilitate workshops and stakeholder discussions to gather requirements and drive alignment.
• Document current and future‑state customer experiences and service journeys.
• Use research findings, customer insight, and design thinking methodologies to inform decisions.
• Communicate effectively with senior stakeholders and manage competing perspectives.
• Bring a strong customer‑centred mindset while operating within a regulated financial services environment.
• Contribute to the wider design community and help champion best practice across the Group.
• Proven experience as a Content Designer, Experience Designer, UX Writer, or similar role.
• Strong experience working on complex digital products and services.
• Excellent stakeholder management and communication skills.
• Ability to navigate ambiguity and manage multiple projects simultaneously.
• Experience working within agile product environments.
• Advanced Figma skills (essential).
• Strong understanding of user‑centred design principles and design thinking methodologies.
• Experience collaborating with multidisciplinary teams including UX, Research, Product, and Engineering.
• Confidence presenting and defending design decisions to a range of audiences.
• Previous experience within Banking, Financial Services, Pensions, Insurance, or other regulated environments.
• Experience using Jira and Confluence.
• Exposure to service design and customer journey mapping.
• Experience working within large enterprise organisations.

What We’re Looking For

We’re looking for someone who can:

• Handle complex stakeholder environments with confidence.
• Work effectively across multiple teams and projects at the same time.
• Keep pace with an already high-performing design team.
• Balance customer needs with business and regulatory constraints.
• Be a strong communicator who can influence and challenge constructively when required.
• Thrive in a space that focuses more on clarity, usability, and effectiveness than highly creative design work.

Candidates will ideally show evidence of the above in their CV in order to be considered.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon is an employment consultancy and operates as an equal opportunities employer.