Content Design Specialist

Closing Date: Sunday 11th October 2026

Location(s): Birmingham, Bristol or London
 

Flexible Working
The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

About the role

You'll join BT Consumer's Customer Loyalty & Rewards team, part of the Consumer Sales & Service organisation. This newly established operating model has been created to evolve EE's customer rewards proposition and deliver greater value throughout the customer lifecycle. The team is responsible for designing and enhancing reward experiences that strengthen customer engagement, drive loyalty and support long-term retention, helping customers get more from their relationship with EE.

As a Content Designer, you'll play a key role in shaping how customers discover, understand and engage with EE Rewards. You'll work as part of a multidisciplinary squad, partnering closely with Product Owners, Designers, Engineers and Commercial stakeholders to create clear, intuitive and accessible content experiences across EE's website and app. Using customer insight, research and data, you'll translate complex propositions into simple journeys that help customers easily understand and access the benefits available to them.

This is an exciting opportunity to help define a new function and influence the future direction of one of EE's most visible customer propositions. You'll champion customer-centred design principles, continuously test and optimise experiences, and ensure content is evidence-led, accessible and commercially effective. Through your work, you'll help improve how customers interact with EE Rewards while supporting broader customer engagement, loyalty and growth ambitions.

What you’ll be doing

• Design clear, accessible and engaging content that helps customers discover, understand and use EE Rewards.
• Create and optimise end-to-end customer journeys across EE's digital channels, balancing customer needs with business objectives.
• Use customer research, behavioural insight, analytics and testing to identify opportunities and improve experiences.
• Collaborate with Product, Design, Engineering, Commercial, Legal and Regulatory teams to turn complex requirements into simple customer experiences.
• Create, test and iterate content throughout the product lifecycle using evidence-led design principles.
• Support the publication and maintenance of content through EE's content management platforms.
• Ensure content meets accessibility, governance, brand and regulatory standards.
• Champion content design best practice and contribute to the wider content design community.
• Help shape the future of EE Rewards by identifying opportunities to improve customer engagement and loyalty.

Essential Skills / Experience

• Proven experience designing user-centred digital content and customer journeys, using evidence to simplify complex information and improve customer outcomes.
• Strong experience using customer research, analytics and insight to inform content decisions and drive continuous improvement.
• Strong stakeholder management and influencing skills, with experience working across agile, multidisciplinary teams to deliver customer and commercial outcomes.

Desirable Skills / Experience

• Experience working within loyalty, rewards, membership or customer engagement propositions.
• Experience publishing content through a Content Management System, ideally Adobe Experience Manager (AEM).
• Knowledge of inclusive design, accessibility standards and content governance.
• Understanding of SEO, experimentation, personalisation and optimisation techniques.
• Experience working within a large-scale consumer or digital organisation.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include: 

• 10% on target annual bonus 
• Access to an online private GP 24/7 for you and your immediate family  
• Market-leading paid carers leave with up to 2 weeks off  
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay 
• Discounted EE and BT products, including mobile and broadband 
• Market leading Pension scheme – 5% from you and 10% from us 
• Holiday purchase scheme 

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

EE is the UK’s largest mobile network and a core brand within BT Group’s Consumer unit. Many of our roles are employed by EE but work across a growing, multi‑brand Consumer environment – supporting customers across our family of brands, BT, EE and Plusnet.

You’ll benefit from EE’s strong people proposition, development opportunities and culture, while helping shape the future of consumer connectivity at scale.