Frontline Knowledge Experience Designer

Medibank Private Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Medibank Private Limited is seeking a Knowledge Content Designer to join our Medibank Hub, turning complex information into accessible knowledge experiences for frontline teams. The role emphasizes content design, UX writing, information architecture and user-centered design to support great customer outcomes.

We offer contract and permanent opportunities, and you’ll partner with subject matter experts and stakeholders to design clear, structured content, foster usability, and develop scalable

Qualifications

• Experience in content design, UX writing, information architecture, service design or related discipline.
• Strong user-centred design and user research capabilities.
• Experience designing task-based content, process flows and structured knowledge experiences.
• Excellent stakeholder engagement and facilitation skills.
• Strong written communication and ability to simplify complex information.

Responsibilities

• 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 opportunities for improvement.
• 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.
• Contribute to scalable content systems and reusable content structures.

Skills

Content design

UX writing

Information architecture

User research

Stakeholder engagement

Facilitation

Job description

Medibank Private Limited is seeking a Knowledge Content Designer to join our Medibank Hub, turning complex information into accessible knowledge experiences for frontline teams. The role emphasizes content design, UX writing, information architecture and user-centered design to support great customer outcomes.

We offer contract and permanent opportunities, and you’ll partner with subject matter experts and stakeholders to design clear, structured content, foster usability, and develop scalable