Senior Content Designer

American Express • New York, NY

2d

About The Position

At American Express, Content Design shapes how customers understand, navigate, and engage with products and services. As artificial intelligence transforms digital experiences, content is becoming a foundational element of how intelligent systems communicate, interpret context, and support customer decisions and actions. The Senior Content Designer will help define the content strategies, information structures, and conversational experiences behind the next generation of AI-enabled and agentic experiences.

This role calls for a creative, systems-oriented thinker with expertise in content strategy, information architecture, conversation design, and emerging AI technologies. The position goes beyond UX writing to shape scalable content systems, strategic frameworks, and AI-native experience capabilities. The designer will work across disciplines to build intelligent, connected, and trustworthy experiences and advance enterprise content capabilities.

Requirements

• At least 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.
• Eligibility to work in the United States; American Express will not pursue visa sponsorship for these positions.

Responsibilities

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

What This Job Offers

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