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Loren Mathewson

@lorenmathewson

Contextual content designer at Employment Hero building production AI agents and governed knowledge systems for human and AI use.

Australia

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At Employment Hero, I build and run nine AI automation agents in production, including a style-guide compliance engine and workflows connecting Slack, Zendesk, Jira and Asana. I also shape the information architecture and metadata for an AI-ready knowledge environment.

Previously at Employment Hero, I managed content information architecture and technical workflows, and served as Acting Digital Experience Manager, leading a global team of six. As a freelance writer, I created technical documentation, system diagrams and training resources for clients across several industries.

Experience

Work history, roles, and key accomplishments

Current

Senior Global Contextual Content Designer

Current

Employment Hero

Aug 2026 - Present (3 months)

Build and run nine AI automation agents in production, including a style-guide compliance engine and a Slack-to-Zendesk documentation pipeline. Own the information architecture and metadata structure of an AI-ready knowledge environment, and automate BI and reporting with Redshift, DataDuck, and Lightdash.

AI Automation Information Architecture Redshift DataDuck Lightdash Slack Zendesk Jira Confluence SQL GenAI Agentic AI Product Roadmapping Vendor Management Analytics

Current

Freelance Content and Technical Writer

Current

Freelance

Jul 2016 - Present (10 years 4 months)

Delivered technical documentation and digital solutions for clients in IT consulting, software, telecommunications, agriculture, not-for-profit, and broadcast media. Wrote technical specifications and created system diagrams and architecture models to explain workflows and technical concepts.

Technical Writer Documentation Diagramming Systems Architectural Models SOPs policies Training Reporting

Content Designer

Employment Hero

Oct 2022 - Aug 2026 (3 years 10 months)

Managed information architecture across multiple enterprise product environments, improving structure, governance, and reliability of customer knowledge. Managed cross-functional technical projects and workflows using Jira and Confluence, and built front-end web experiences in HTML, CSS, and JavaScript.

Information Architecture Jira Confluence Figma Miro HTML CSS JavaScript Postman Analytics Governance Documentation Training

Digital Experience Manager (Acting)

Employment Hero

Mar 2026 - May 2026 (2 months)

Drove AI-first digital experiences through content strategy, chatbot optimisation, and automation initiatives. Led a global team of six and oversaw content creation and quality assurance across 6 help centres and 9000 articles.

Content Strategy AI Chatbot Optimization Automation Team Leadership Quality Assurance Data Driven Analysis Customer Experience

Technical Support Specialist

Nookal

Mar 2019 - Mar 2022 (3 years)

Created and governed technical documentation for SaaS systems, operational processes, policies, and procedures. Diagnosed software issues and turned them into practical fixes for customers and internal teams, and managed the company's WordPress site.

Technical Documentation SaaS Troubleshooting Jira Confluence WordPress SEO Onboarding Training

Client Services & Events Administrator

PwC

Mar 2014 - Sep 2016 (2 years 6 months)

Coordinated high-volume facilities and event operations, managing internal teams and external suppliers. Managed communications for the 'workplace of the future' transformation program, supporting change and adoption.

Event Management Vendor Management Communication Skills Change Management Stakeholder Management