The posting
Job Description
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.
Responsibilities
- 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.
Qualifications
- 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.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
