Lead User Experience Content Strategist (Hybrid)

American Family Insurance • Boston, MA

6d • $113,000 - $194,000 • Hybrid

About The Position

American Family Insurance is looking for a Lead UX Content Strategist to define how content powers AI-enabled product experiences at scale. You'll set the direction for how content is authored, structured, and governed—ensuring it performs consistently for both people and AI systems. This is a highly cross-functional, influence-driven role where you'll partner across design, product, engineering, and AI/ML teams to shape thoughtful, scalable experiences. You'll play a key role in shaping how content enables the next generation of intelligent experiences—impacting product quality, AI performance, and user trust at scale.

Requirements

• Demonstrated experience providing customer-driven solutions, support or service.
• Solid knowledge of the technology industry, including current and emerging digital solutions and trends.
• Demonstrated verbal and written communication skills with ability to transfer knowledge.
• Demonstrated ability to work in collaborative teams.
• Demonstrated experience leading complex projects, including linking and coordinating across multiple stakeholders and providing technical coaching of others.

Nice To Haves

• Deep experience in UX writing, content strategy, and design systems
• Proven ability to lead strategy, not just execution, within complex product ecosystems overseeing contractors.
• Experience with AI-enabled products, prompts, or conversational interfaces
• Working knowledge of: How LLMs interpret and generate content
• Structured authoring and semantic consistency
• Content optimization for search, retrieval, and metadata
• AI risks (hallucination, bias, misuse) and mitigation approaches

Responsibilities

• Define and scale content patterns, standards, and governance for the design system
• Establish naming conventions, usage guidelines, and documentation frameworks
• Create consistency across products and influence system-wide decisions
• Identify gaps and lead scalable solutions across teams and platforms
• Monitor contractor deliverables to ensure execution aligned with our strategy, and provide, actionable feedback for continuous improvement.
• Quality-assure contractor work to ensure alignment with organizational strategy, providing feedback and guidance.
• Lead content strategy for AI-powered features (conversational UX, AI-generated UI, recommendations)
• Define prompt strategies and refine outputs for clarity, tone, and reliability
• Translate ambiguity into clear, structured content that improves AI performance
• Partner with ML/AI teams to align content with model behavior and constraints
• Champion structured authoring and modular content design across teams
• Define content schemas and metadata strategies to support retrieval, reuse, and consistency
• Ensure content is optimized for LLMs (context limits, clarity, deterministic outputs)
• Set standards for accessible, inclusive, and high-quality content (WCAG)
• Define guardrails for AI-generated content and contribute to governance practices
• Advocate for content excellence and influence decision-making at the product and system level

Benefits

• Relocation support is offered for eligible candidates.
• comprehensive medical, dental, vision and wellbeing benefits
• competitive 401(k) contribution
• pension plan
• annual incentive
• 9 paid holidays
• paid time off program (23 days accrued annually for full-time employees)
• student loan repayment program
• paid-family leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed