Experience Design (XD) Principal, Content Design - Bank of America Experience Design

Bank of America • San Francisco, CA

1d • Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for leading enterprise level craft of multi-disciplinary Experience Design (XD) delivery, processes and functions for end-to-end digital experiences. Key responsibilities include defining experience strategy across different stakeholders, executing for executive level, and developing digital experience solutions across the enterprise. Job expectations include the highest level of subject matter expertise and acumen to redefine, reframe and invent cohesive solutions enterprise-wide that meet client needs and solve business problems. Bank of America’s Experience Design (XD) team creates world-class end-to-end digital experiences that are intuitive, innovative, engaging and inclusive. We are a multi-disciplinary design organization with expertise across product design, content design, design research, design operations, and design technology. The team is constantly defining, iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals by designing and delivering next-level experiences that provide ease, convenience, and safety while matching to individual needs and preferences. Bank of America is looking for a Principal Experience Designer that will be responsible for leading and raising craft delivery quality for an interdisciplinary product design team that delivers strategic and tactical solutions in support of our award-winning Digital Platforms and Erica, our AI Virtual Assistant. The role is an AI-first content and experience orchestrator that spans content, research, design, data analytics, and product development experience. The role will partner with the highest Executive levels to influence investment, strategy, and alignment. A role model for the team accountable for cross-team delivery to the highest standards of vision, quality, execution, and professionalism, delivering on-time and on-budget. The role will connect vision across enterprise portfolios and domains, owning key relationships with stakeholders and partners from across the organization to guide and continuously improve enterprise-wide adoption of AI and agentic processes, best practices, and frameworks. And invest in continuing to build our culture of creativity, accountability, discourse, and measurable key results.

Requirements

• 10+ years of design experience in a role demonstrating mastery in multidisciplinary content design, with a portfolio showcasing your proven expertise.
• Demonstrated leadership delivering complex, AI-enabled platforms or products at enterprise scale, including systems used by millions of users or across multiple business units across complex, federated ecosystems.
• Hands-on experience designing, launching, and governing AI agents or assistants in production, including orchestration logic, tool use, retrieval strategies, evaluation, and human-in-the-loop models.
• Deep experience designing intelligent systems across content, UX, product, and data: including search, discovery, recommendations, agents, or decision-support tools.
• Demonstrated success in designing content that progressively enhances or degrades gracefully across model swaps and upgrades.
• Proven ability to define success metrics, run experiments, and use qualitative and quantitative signals to improve AI system behavior over time.
• Proficiency in working with content systems, developing and adhering to brand, voice and tone guidelines while leveraging quantitative and qualitative data to inform and inspire.
• Builds and mentors an AI first content design practice through standards, coaching, and hands on leadership without direct people management.
• Ensures AI content systems meet enterprise standards for quality, safety, compliance, and responsible use.
• Exemplifies leadership in problem-solving with a strong work ethic, showcasing reliability in issue resolution and time management with a focus on results.
• Expert level in tools such as Figma, Copilot, and Content Management Systems.
• Recognized as a thought partner by engineering and data science peers.
• Adapts swiftly and positively to change, embodying curiosity, resilience, and flexibility.

Nice To Haves

• Financial or similar industry experience preferred.
• Bachelor’s degree with corresponding product design experience.
• Deep knowledge of collaboration and production tools such as MCP (Model Context Protocol), JIRA and Confluence.

Responsibilities

• Lead and evolve AI-powered experience platforms and ecosystems, not just individual features, spanning agent frameworks, orchestration layers, governance tooling, and experimentation systems.
• Design and govern semantic systems including taxonomies, ontologies, embeddings, retrieval strategies, evaluation signals, and feedback loops that enable scalable, high-trust AI experiences.
• Specify agentic behaviors, manage taxonomy, enforce brand voice and compliance as key part of building, measuring and testing the loops that keep experiences safe, scalable, and high quality.
• Lead exploration, prototyping, and validation of new AI interaction models, agent patterns, and multimodal experiences, translating into production-grade capabilities.
• Serve as a craft expert, ambassador, and role model, influencing across design, product, engineering, data science, legal, and compliance; setting standards and direction without direct people management.
• Deliver the taxonomy and semantic foundations that enable scalable, high quality AI conversations across domains and platforms.
• Set the bar on strategic thought leadership, by driving deep, model aware content design to tune, evaluate, and evolve AI system behavior across prompts, retrieval, and orchestration layers.
• Actively participate in design critiques, mentor other designers, and manage multiple complex projects across web, mobile web, and native apps (iOS and Android), utilizing user research and insights to refine and enhance the customer journey.
• Act as a senior problem solver for the organization’s most ambiguous and high impact AI initiatives, bringing clarity, structure, and forward progress where none exists.
• Serve as a strategic thought partner to executives, influencing AI investment decisions, platform direction, and risk posture across the enterprise.
• Reframes and redefines problems into world-class enterprise software solutions, deliverables or reporting within time, scope, and budget by establishing, championing and inventing XD frameworks and practices.
• Establishes how the enterprise understands and solve experience problems throughout the end-to-end product-development lifecycle.
• Influences at the executive level and shapes enterprise priorities with teammates, partners and stakeholders.
• Operates autonomously, independently and pro-actively to guide teams and enterprise through strategy, ambiguity and transformation.

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: High school or GED