Senior Content Designer

At American Express, Content Design shapes how customers understand, navigate, and engage with our products and services. As artificial intelligence transforms digital experiences, content is evolving beyond words on a screen to become a foundational element of how intelligent systems communicate, interpret context, and support customer decisions and actions.

We are seeking a Senior Content Designer to help define the content strategies, information structures, and conversational experiences that power the next generation of AI-enabled and agentic experiences at American Express.

The ideal candidate is a creative, systems-oriented thinker with expertise in content strategy, information architecture, conversation design, and emerging AI technologies. They understand how content, context, and customer intent come together to create intelligent, connected, and trustworthy experiences. This role goes beyond UX writing to shape scalable content systems, strategic frameworks, and AI-native experience capabilities.

• Shape AI content strategy: Define content strategies for conversational, adaptive, and agentic experiences, ensuring intelligent systems communicate clearly, consistently, and appropriately across customer journeys.
• Design content and information systems: Develop scalable content models, information architectures, taxonomies, terminology, and reusable patterns that support connected, context-aware AI experiences.
• Pioneer conversational experiences: Explore innovative approaches to dialogue architecture, dynamic content, prompt structures, multi-turn interactions, and AI-generated communications.
• Build trust through content: Establish strategies for communicating AI capabilities, uncertainty, recommendations, permissions, actions, and recovery in ways that strengthen customer comprehension and control.
• Advance AI-ready content capabilities: Contribute to the evolution of the enterprise Content Design System, including structured guidance and a Content Design Context Layer that enables reliable, governed content use in AI-powered tools and experiences.
• Define and measure content quality: Partner with Research, Product, and Analytics to establish evaluation methods for comprehension, relevance, consistency, accessibility, trust, and content effectiveness.
• Experiment with emerging technologies: Explore AI-enabled content workflows, generative content approaches, and new methods for prototyping, evaluating, and scaling content strategy.
• Influence experience direction: Collaborate with Product, Design, Research, Engineering, Brand, and business stakeholders to shape experience architecture, establish standards, and influence strategic decisions.

• 5+ years of experience in content strategy, content design, information architecture, conversation design, or related digital experience disciplines.
• Demonstrated experience shaping content strategies for complex digital products, AI-powered experiences, or emerging technologies.
• Strong expertise in information architecture, structured content, content modeling, and scalable content systems.
• Experience with conversational interfaces, dynamic content, intelligent communication systems, or AI-generated experiences.
• Familiarity with generative AI, LLMs, prompt architecture, context management, or retrieval-augmented generation.
• Ability to translate customer needs, business objectives, and technical considerations into coherent content and experience strategies.
• Demonstrated creativity, systems thinking, and ability to experiment with new approaches to complex content challenges.
• Strong strategic communication, collaboration, and stakeholder influence skills.

Skills

• Strategic Content Design & Content Strategy
• AI & Agentic Experience Strategy
• Conversation Design & Dialogue Architecture
• Information Architecture & Content Modeling
• Structured Content, Taxonomy & Metadata
• Content Systems, Standards & Governance
• Content Quality & Measurement
• Trust, Transparency & Responsible AI Communication
• Creative Prototyping & Experimentation
• Strategic Influence & Cross-Functional Leadership

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.