Frontline Knowledge Experience Designer

Medibank Private Limited; Victoria; On-site; AUD 80,000 - 120,000; Part time

Job summary

Medibank Private Limited is seeking a Knowledge Content Designer to join the Medibank Hub in Victoria. You'll transform complex information into intuitive, accessible knowledge experiences that support frontline teams and deliver great customer outcomes.

You'll blend content design, UX writing, information architecture and user-centred design to shape how knowledge is created, structured and consumed across the organisation. Both contract and permanent opportunities are available.

Qualifications

• Experience in content design, UX writing, information architecture or service design.
• Ability to create plain English content aligned with accessibility standards.
• Experience designing task-based content and structured knowledge experiences.
• Strong stakeholder engagement and facilitation skills.
• Portfolio of content design and knowledge experience work.
• Experience balancing multiple priorities in fast-paced environments.
• 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 into clear, structured content.
• Conduct user research and gather insights to identify opportunities for improvement.
• Create process flows, conversation guides and structured knowledge articles.
• Apply information architecture and accessibility principles to improve usability.
• Facilitate workshops and collaborate with stakeholders to develop evidence-based solutions
• Use performance data to continuously improve content experiences.
• Contribute to scalable content systems and reusable content structures.

Skills

Content design

UX writing

Information architecture

Service design

User research

Stakeholder engagement

Plain English writing

Job description

Medibank Private Limited is seeking a Knowledge Content Designer to join the Medibank Hub in Victoria. You'll transform complex information into intuitive, accessible knowledge experiences that support frontline teams and deliver great customer outcomes.

You'll blend content design, UX writing, information architecture and user-centred design to shape how knowledge is created, structured and consumed across the organisation. Both contract and permanent opportunities are available.