Portfolio
Pippa Caole
Leader, Technical writer, Creative
Experienced content lead and UX-focused technical writer with a strong record of driving customer-centric outcomes in SaaS environments. I bring a strategic, product-minded approach to content, bridging the gap between technical teams and end users. For 10+ years I’ve helped scale content operations, shape product experiences through leading cross functional teams, and led accessibility-first initiatives that improved self-service, user satisfaction and operational efficiency. Naturally collaborative, I thrive in Agile environments and enjoy owning solutions from concept through delivery.
Contextual Design
One of the most significant product initiatives I led was the transformation of our help centre at Employment Hero into an AI-optimised knowledge platform. Facing high support volume we needed a larger boost to self support numbers after the success of the content audit and site redesign numbers had evened off.I led the design initiative to restructure our content systems to be context-aware and LLM-ready. This involved working closely with product managers and engineers to align knowledge delivery with the user journey—embedding micro-content at key moments, integrating structured data for AI use, and setting up automated workflows. This met various CX KPIs for providing customers with reliable digital help information.We can be sceptical of LLM in content creation. In this model we only use LLM to create the most prescriptive of content where the source can be regulated, leaving writers to work on more complicated tasks where human brains are most necessary.
Key Projects as Team Lead at Employment Hero
EH Help Centre Redesign & Optimisation (2024)As Content Team Lead, I led the strategic redesign of the Employment Hero Help Centre in 2024, driving a more intuitive user experience and increasing platform efficiency. The previous site had developed organically and required a full restructure to better support our expanding user base.This work contributed to a 20% increase in self-service adoption, significantly reducing support overhead and improving customer satisfaction.Click here for a closer look at the case study.--------
Prior to stepping into the team lead role, I single-handedly managed complex Help Centre migrations to new tech stacks—overseeing architecture, redirects, platform configuration, and QA, ensuring seamless transitions with zero downtime.
Content Writing
I contributed to high-impact product content at Employment Hero, including:* Empowering Inclusivity: Navigating Remote Work for a Diverse Workforce
*5 Ways Our Revamped Dimensional Reporting Simplifies GL Management---Previous Highlights
Feature writer God is in the TV
Feature writer Miniature Music Press
Feature writer Agents of Geek
Photo published on bbc.co.uk
Cardiff Women in music exhibition
Technical and UX Writing
Electric Pocket
As the company’s first content and support lead, I built their customer knowledge base from scratch and managed all user support operations. With deep insight into customer behaviour, I played a key role in product feedback loops—contributing directly to the development of Ringo, their most successful app. Ringo was a groundbreaking ringtone editor that allowed users to create custom ringtones from any MP3, at a time when personalisation was a major differentiator in mobile UX.Pocket Mariner
I worked on UX writing for this innovative marine navigation company, supporting their iOS apps designed for real-time vessel tracking and safety. Crafting clear, intuitive language for safety-critical interfaces—often with minimal screen space—was a rewarding challenge that sharpened my ability to communicate with precision and empathy.
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