Job Description

Job Description
You Lead the Way. Weve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible - and were proud to back each other every step of the way. When you join TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

American Express Director, UX Content



Our Organization & Mission:

The Enterprise Digital Member Experiences team is responsible for deepening customer engagement through our digital experiences, with a primary focus on our mobile app, web and push channels. The teams mission is to increase digital engagement, customer satisfaction and revenue through a combination of compelling features and a superior user experience. As part of the Enterprise Digital and Analytics (ED&A;) team we have a global and Enterprise wide remit to deploy personalized mobile, web and communication experiences to meet the growing needs of our customers globally and across all lines of business.

Our Team:

The Enterprise Membership Digital Design & UX Research team is a group of talented and passionate multi-disciplinary designers and researchers based in New York, Phoenix and London. We are embedded within a growing digital product management organization and lead design efforts from concept through to production for the largest servicing and engagement channels for American Express customers. Our vision is to elevate human centered design at American Express to drive the worlds best digital customer experience. We aspire to design experiences using the following principles:

Seamless we look along the entire customer journey to make our experiences intuitive and easy

Personal we put people first using customer research and data

Empowering we deliver knowledge and confidence to help our customers achieve their aspirations

We are committed to developing our team members into leaders with the goal of advancing each colleague within the organization over time. We have a culture in which team members value and respect each others perspectives, time and contributions.

The Role:

Over the last 3 years we have invested and scaled design, growing in team size and adding new specialized disciplines. As a result, we are now looking for a Director, UX Content who will not only be responsible for the UX writing team, but will also help define a vision and strategic operating model for an evolving ux content practice comprised of ux writing, ux content design and content strategy. This team is focused on creating seamless, user friendly experiences by leveraging their expertise across the intersection of user experience design, product strategy and content. You will be the ambassador for the overall voice of our digital membership experiences by defining frameworks and best practices that enable us to clearly communicate to millions of customers globally through clear interface language and content, so that they can self-service through our digital channels.

Responsibilities include:

* Manage a team of 5 that delivers on multiple projects and programs globally. You will be responsible for effectively managing priorities across team, as well responsible for individual performance and providing coaching and mentorship to help increase their impact, develop their strengths and grow their careers.
* Lead team to design and deliver content frameworks, product flows, in-product messaging, feature interface language, navigation language, and more across multiple channels.
* Define vision and roadmap for an evolving ux content practice; strategically manage the approach to enabling new methods & frameworks. Create compelling long-term strategies that allow content to scale globally.
* Responsible for all in-product copy, tone of voice, editing from interface language to advice and education. Simplify complex financial concepts in a clear, conversational, and engaging way. Continuously raise the bar, including systems with working with other teams. Set and uphold high standards for content for digital channels, creating a vision for a cohesive & unified voice that spans multiple products and touch points.
* Define new operating model for omni-channel ux content. Continuously iterate and improve process, as well as enablement of new forums for feedback and critiques.
* Partner with teams responsible for design systems (DLS, NDL, EDS), as well as Brand, on digital content guidelines. Own the documentation of in-product UX copy standards, creating a scalable content strategy; taxonomy, naming, and copy systems.
* Enable a continuous process for content/copy audits to ensure consistency and recommend changes.
* Partner with Design Ops team on identifying tools for crafting and managing content, optimizing overall workflow.
* Partner closely with information architecture leads across channels to identify consistent content strategy principles from a users perspective.
* Define ways of measuring the impact of conten, including test & learn approach in partnership with product and analytics.
* Actively build and maintain relationships with cross-functional teams and stakeholders.
* Develop lightweight, repeatable processes, workflows and content templates that keep the team nimble and successful in a culture that values moving fast and iterating quickly.
* Partner closely with user research and insights teams to validate your ideas, ensuring language and content helps customers reach their goals, while keeping business objectives top of mind. Use empathy, user insight and data to inform content choices.
* Partner with legal and localization teams early to ensure language meets needs of different markets.
* Build internal design community, specific to ux writing, content design and content strategy. Promote ux content at American Express both internally and externally

Minimum Qualifications

Qualifications:

General and Leadership:

* 8-10 years relevant experience in ux writing or content strategy, with a specific focus on digital products; Experience working on information-heavy enterprise experiences a plus.
* People leadership experience with history of leading teams of 3 or more, where you have guided and coached skills of others.
* Ability to strategically prioritize multiple projects, understanding where your efforts have the most impact.
* Proven experience operationalizing design, or an emerging discipline within a broader organization.
* Excellent strategic communication skills, including ability to influence and facilitate brainstorming, ideation sessions and retrospectives.
* Experience managing workflow and design teams across multiple locations.
* Passion for design, great team player and attitude; you love creating an environment that motivates and inspires others in a collaborative way.
* Passion for learning, evolving and finding continuous ways to improve ways of working.
* Experience working in fast paced and lean environment; ability to handle change management, as well as identifying creative solutions.
* Ability work autonomously, lead with authority and confidence.
* Proven ability to build consensus and work effectively across disciplines.

Technical:

* Portfolio of work that demonstrates experience across different content types including interfaces, micro copy, user education, content style guides, and customer communication.
* Background in user experience or product design and deep understanding of user-centered design processes.
* Experience with ux writing and crafting conversational UI across multi-channel interactions.
* Understanding of how ux writers and content designers collaborate with design tools.
* Understand theoretical and practical concepts of user-centered design, especially as related to written best practices. Demonstrated understanding of systematic approaches to content design.
* A user-centric writer, with deep experience in a variety of product constructs (e.g., transactional, promotional, customer support, chat, etc.).
* Proficient at distilling complex information to create messaging with an approachable, conversational voice.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.