07/08/2026 updated

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100 % available

Freelance content designer

Newcastle upon Tyne, United Kingdom
United Kingdom
MA in Applied Linguistics with TESOL Commendation, Northumbria University (2018)
Newcastle upon Tyne, United Kingdom
United Kingdom
MA in Applied Linguistics with TESOL Commendation, Northumbria University (2018)

Profile attachments

Saira Bhatti CV.docx

About me

12 years’ experience in English language educator, 5 years designing digital products and services in the public sector, healthcare, fintech. Qualified trainer, proof reader and editor and IAAP qualified. GDS experience, active SC.

User Experience (UX)Content ManagementDesign StrategiesUser Interface DesignUsability TestingUser-Centered DesignWeb Content Accessibility GuidelinesWeb UsabilityWeb ContentUX WritingContent Editor
UX Content Design & GDS Standards
Extensive experience designing and developing end-to-end customer journeys for digital services and products, adhering to Government Digital Standards (GDS). Proven delivery of content strategies that improve accessibility, reduce costs and increase revenue across public and private sector organisations.

Web Accessibility
Deep expertise in web content accessibility guidelines (WCAG), including delivering bespoke accessibility training to agile product teams, conducting accessibility audits, and using accessibility tools to ensure digital products meet compliance standards. Certified via Deque Web Accessibility 2.2 (IAAP).

Prototyping & Design Tools
Proficiency in prototyping wireframes, customer journey mapping and storyboards using Figma, Mural, Miro, Gov prototyping kit and Government Digital Service (GDS) experience. Skilled in translating complex user needs into clear, testable design concepts.

Project Management Tools
Practical use of JIRA, Kanban and Confluence for managing and delivering projects, supporting agile workflows and cross-team collaboration.

Data Analytics & Insights
Experience with Google Analytics 4 and Pendo for generating data insights to inform content strategies and design decisions.

HTML, CSS & Content Management Systems
Knowledge of HTML and CSS, as well as experience managing corporate content management systems such as Drupal, Mapcap Flare and Squiz. Working knowledge of Javascript.

User Research & Empathy Mapping
Conducting user research, empathy mapping workshops and usability testing to identify user needs, pain points and behaviour trends, informing iterative design improvements.

Content Governance & Strategy
Designing and implementing content governance frameworks, approval workflows and standardised request procedures to streamline content production and improve cross-team collaboration.

Design Workshop Facilitation
Leading and managing design workshops, including discovery workshops and stakeholder sessions, to support design iteration, service improvements and stakeholder alignment.

Experience

Professional experience5 - 10 years
Freelancer since2026

Languages

EnglishNative speaker

Project history

Content Designer

Infected Blood Compensation Authority
Supported content strategy and design thinking for complex internal workflows and operational user needs. Implemented trauma informed content for internal operational systems used in high-sensitive environments. Worked across multidisciplinary UCD team on supporting design iteration, stakeholder discussions and service improvements. Identified risks and bottlenecks relating to siloed working, delivery processes and inconsistent application of GDS standards.

Content Designer

The Open University
Established content governance framework. Designed and implemented a governance process to streamline content requests, increasing workflow efficiency and improving cross-team collaboration. Reduced bottlenecks in content production by creating clear approval workflows and standardised request procedures. Enhanced content quality and consistency through systematic review processes.

Content Designer

HM Revenue and Customs (HMRC)
Worked on the Check your pension tool to help citizens prepare for their retirement income and pay voluntary National Insurance. Conducted research to simplify legal content, resulting in over 18 million pounds in increased revenue and a 35% reduction in customer contact improving online user experience. Part of an award-winning digital product team (peoples award for customer service). Also worked on Public Beta testing file upload journey for updating personal details, iterating design concepts for full end to end journey ensuring GDS standards were met. Tested designs in beta phase resulting in 95% of successful file uploads and improved navigation. Reduced customer complaints by 5%.

Content Designer

Sage Ltd
Worked on improving mobile accessibility by designing criteria test list for iOS and Android to manually test new Making Tax Digital mobile app, resulting in improved accessibility by 30% before launch. Led empathy mapping research discovery workshop to identify new users following scope change. Used data insights to redefine content strategies and design new MVP resulting in stakeholder buy in to alpha phase.

Accessibility Trainer

Sciensus
Delivered bespoke web accessibility training to an agile product team that ensured their healthcare app met web content accessibility guidelines. Designed and delivered a 2-hour workshop.

Content Designer

Registers of Scotland
Worked on performance reporting tool creation: designed strategic reporting product that increased customer satisfaction, identified problem statements and success criteria with Chief Executive Officer, and developed and programmed new user interface navigation components using GDS standards. Also worked on converting PDF statistical report to HTML: identified scope and refined requirements in discovery with stakeholders, created information architecture and new taxonomy, conducted user research on design and layout and analysed user metrics to identify behaviour and trends, resulting in successful enhancements for accessibility, usability and navigation following a compliance check with Office for National Statistics.

Junior Content Designer

NHS Business Service Authority
Worked on creating inclusive language and experiences: conducted research based on user feedback when testing gender language used in a healthcare service for obtaining global health cards, clarified language strategies and approach with policy and compliance, and iterated new design concepts that resulted in positive user feedback. Conducted service design review for internal healthcare portal: audited to access impact of pain points users experienced, used a range of accessibility tools to check current content meets web content accessibility guidelines and made recommendations to improve end to end journey by 20%.

Project Support Officer

Department for Work and Pensions
Worked in various advisor and project management roles within operations and head office delivering major business, IT and change programmes that supported the departments strategic IT and business objectives. Reduced the size of the corporate centre by 30% by streamlining change control processes in HR to manage job selection for over 10,000 staff. Improved and redesigned reporting process from 10 to 5 days resulting in resource savings for a change project. Managed programme plans and risk management process ensuring successful delivery of multi-million pound change programmes. Assisted jobseekers in securing employment opportunities on daily basis in Jobcentre Plus.

Teacher of English Language

Various Institutions
Held a successful teaching career in a variety of posts in nursery, primary, secondary including special needs, higher and further education in the UK, Spain, Turkey and United Arab Emirates. English language tutor for multiple UK Charities.

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