Knowledge Content Designer

Medibank; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Job summary

Medibank is seeking a Knowledge Content Designer to join the Medibank Hub in Melbourne. You will transform complex information into accessible knowledge experiences that help frontline teams deliver exceptional customer outcomes.

The role focuses on content design, UX writing, information architecture and user-centred design to shape how knowledge is created, structured and consumed across the organisation. We have both contract and permanent opportunities available.

Qualifications

• Experience in content design, UX writing or information architecture.
• Portfolio showcasing content design or knowledge experiences.
• Strong user-centred design and user research capabilities.
• Ability to create plain English content aligned with accessibility standards.

Responsibilities

• Design frontline knowledge experiences to support day-to-day customer interactions.
• Translate complex processes into clear, structured knowledge content.
• Conduct user research to identify opportunities for improvement.
• Create process flows, conversation guides and knowledge articles for quick comprehension.

Skills

Content design

UX writing

Information architecture

User research

Stakeholder facilitation

Accessibility

Plain English writing

Portfolio of work

Job description

At Medibank Group, our brands, Medibank, ahm and Amplar Health, are united by a shared purpose: creating the best health and wellbeing for Australia. We're building a workplace where people can thrive, grow and make a meaningful impact, while helping shape a healthier future for our customers, patients and communities.

At Medibank, we're on a mission to create better experiences for our customers and our people.

We are looking for a Knowledge Content Designer to join our Medibank Hub and play a key role in transforming complex information into intuitive, accessible and scalable knowledge experiences that help our frontline teams deliver great customer outcomes.

The role focuses on content design, user experience, information architecture and user-centred design, helping shape how knowledge is created, structured and consumed across the organisation.

We have both contract and permanent opportunities available.

The Opportunity

You'll partner with Customer Change & Improvement Leads, subject matter experts and frontline teams to understand user needs, identify friction points and design knowledge experiences that are clear, practical and easy to navigate.

You'll combine content design, user research and systems thinking to help create solutions that improve usability, reduce complexity and support frontline performance.

What You'll Be Doing

• 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 that support quick comprehension and accurate execution.
• Apply information architecture, accessibility and content design principles to improve findability and usability.
• Facilitate workshops and collaborate with stakeholders to challenge assumptions and develop evidence-based solutions
• Use performance data and feedback to continuously improve content experiences.
• Contribute to the development of scalable content systems and reusable content structures.

About You

You'll bring experience in content design, UX writing, information architecture, service design or a related discipline, along with a passion for solving problems through great content and design.

You're likely to have:

• Experience designing complex content journeys rather than simply maintaining content.
• 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 skills and the ability to simplify complex information.
• A proven track record of creating plain English content aligned with accessibility standards and readability metrics
• Experience balancing multiple priorities within fast-paced environments.
• A portfolio showcasing content design, UX writing, information architecture or knowledge experience work.