ABOUT

During my contract at Barclays, I worked on a major HR transformation programme, migrating and updating a large library of content and articles from the legacy CMS to ServiceNow. I helped transform this library into 5,500+ "bite-sized" articles. I also created more than 100 new articles for non-English policies across the IT, PT and ES regions, ensuring the new knowledge base was delivered on time. I established review and QA processes with Content Creators and stakeholders, supported adoption through demos, chatbot content and Confluence documentation, and partnered with HR teams to review content quality, coaching them on editorial best practices and identifying issues such as formatting inconsistencies, double spaces and punctuation errors before publication.

In the second phase of the programme, I worked as a Content Designer, redesigning complex HR journeys such as **Time Off** and **Career Progression** into accessible, user-centred content. I rewrote help centre content and PDFs into clear, digestible chunks, collaborating with Amaze to design reusable content components, FAQs and page templates. I helped define best practices for embedding YouTube videos, demonstrated reusable component libraries to stakeholders, and promoted consistent content design across the project. I also tested and resolved content issues, analysed support tickets and ServiceNow feedback to identify user pain points—such as Mac users being unable to access PDFs—and used these insights to continuously improve the knowledge experience. Alongside project work, I supported the wider content team with QA and BAU activities.