Senior Content Designer

American Express • New York, NY

3d • $123,000 - $215,250

About The Position

American Express is seeking a Senior Content Designer to define content strategies, information structures, and conversational experiences for next-generation AI-enabled and agentic experiences. The role helps shape how customers understand, navigate, and engage with products and services as AI transforms digital experiences. It calls for a creative, systems-oriented professional with expertise in content strategy, information architecture, conversation design, and emerging AI technologies. The position extends beyond UX writing to develop scalable content systems, strategic frameworks, and AI-native experience capabilities that bring content, context, and customer intent together in intelligent, connected, and trustworthy experiences.

The Senior Content Designer will collaborate with Product, Design, Research, Engineering, Brand, Analytics, and business stakeholders to shape experience architecture, establish standards, influence strategic decisions, and evaluate content effectiveness. The role also contributes to the enterprise Content Design System and to a Content Design Context Layer that supports reliable, governed use of content in AI-powered tools and experiences.

Employment with American Express requires eligibility to work in the United States; the company will not pursue visa sponsorship for these positions. The expected salary range is determined in part by location, experience, and other job-related factors, but no range is provided in the posting.

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.
• 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 so intelligent systems communicate clearly and consistently across customer journeys.
• Develop scalable content models, information architectures, taxonomies, terminology, and reusable patterns for connected, context-aware AI experiences.
• Explore dialogue architecture, dynamic content, prompt structures, multi-turn interactions, and AI-generated communications.
• Develop strategies for communicating AI capabilities, uncertainty, recommendations, permissions, actions, and recovery to support customer comprehension and control.
• Contribute to 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 methods for evaluating comprehension, relevance, consistency, accessibility, trust, and content effectiveness.
• Explore AI-enabled content workflows, generative content approaches, and 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.

Benefits

• 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
• More than 20 weeks of paid parental leave for all parents, including for pregnancy, adoption, or surrogacy
• Free access to global onsite wellness centers staffed with nurses and doctors, depending on location
• Free and confidential counseling support through the Healthy Minds program
• Career development and training opportunities

What This Job Offers

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