Senior Content and Experience Designer

#HRJOBSAbout this role:Wells Fargo is seeking a Senior Content and Experience Designer to join our Human Resources (HR) Digital Design & Delivery Team. Working in a fast-paced, collaborative team of product designers and business partners, you'll craft high-quality content that simplifies complex topics and empowers users to complete a wide-range of self-service tasks. This role demands a healthy balance of strong writing, strategic UX thinking, creative problem-solving , and passion for detail. As a steadfast advocate for the customer experience, you'll address content gaps and influence improvements to cumbersome and challenging processes.Considering business objectives, user feedback, and data insights, you'll work across a suite of HR products (such as ServiceNow, WalkMe, and Workday ) and digital channels (websites, self-help articles, virtual assistant/chatbot conversations, notifications, on-screen help, etc.) to drive customers to self-serve more frequently and confidently. Success in this role requires establishing and maintaining relationships with multiple stakeholders and cross-functional teams. Together, you'll deliver clear, intuitive, frictionless, and personalized experiences that provide just-in-time support for our users' self-service needs. Ultimately, the role is responsible for implementing and overseeing content optimization and building best-in-class messaging that results in self-service adoption.In this role, you will:

Develop and execute customer experience solutions for online HR applications and websites

Use your gift for writing to design intuitive, engaging product experiences that help users accomplish their goals- adapting your writing style to maximize the purpose, tone, style, and format of each digital channel

Identify process and experience pain/friction points and drive opportunities for continuous improvement

Review and edit copy for accuracy, consistency, grammar, punctuation, and adherence to brand and style guidelines - enhancing clarity and effectiveness

Analyze content performance and user behavior/feedback to make data-driven recommendations

Manage multiple projects and priorities with an agile approach, adapting to changing timelines and requirements to ensure high-quality results

Leverage new artificial intelligence (AI) tools and techniques to create content that is optimized for search and virtual assistant (chatbot) conversational interfaces ; train/refine AI-generated content to ensure relevance and accuracy

Required Qualifications:

4+ years of Graphic or Website Design experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military, education

Desired Qualifications:

4+ years of content design or relevant UX writing experience.

3+ years of content and portal design experience focused self-service support (preferably with HR-related topics)

2+ years publishing experience in ServiceNow and/or Intellective (Amaze Builder)

Demonstrated experience optimizing digital content across diverse channels and driving changes necessary to get results

Ability to handle multiple projects simultaneously and work under stringent deadlines in a fast-paced, ever-changing environment

Strong collaboration and consulting experience with proven ability to influence without authority and obtain buy-in from peers and cross-team stakeholders

Experienced with virtual assistant (chatbot) conversational writing, natural language understanding (NLU) design principles, and techniques for training and managing AI models

Proven ability to analyze large content and case management data sets to define problems, establish facts, and identify trends

Bachelor's degree in English, Journalism, Communications, Technical Writing, or UX

Writing portfolio including, but not limited to: end-to-end customer journey, user interface copy, etc.

Job Expectations :Ability to travel up to 5% of the timePosition Location Options:Charlotte, North Carolina (NC) - 8740 Research DriveCharlotte, North Carolina (NC) - 1525 West WT Harris Blvd.Charlotte, North Carolina (NC) - 401 S. Tryon StreetMinneapolis, Minnesota (MN) - 550 S. 4th StreetWest Des Moines, Iowa (IA) - 800 S. Jordan Creek ParkwaySan Antonio, Texas (TX) - 4101 Wiseman Blvd., Bldg. 308Dallas, Texas (TX) - 1445 Ross AvenuePhoenix, Arizona (AZ) - 2222 W. Rose Garden LaneMust be based in one of the above locations or willing to relocate at your own expense.Relocation assistance is not available for this position.This position currently offers a hybrid work schedule.This position is not eligible for Visa sponsorship.#HRJOBSPosting End Date:30 Apr 2024Job posting may come down early due to volume of applicants.We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.Applicants with DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.Company: WELLS FARGO BANKReq Number: R-360480-6Updated: Thu Apr 18 00:00:00 UTC 2024Location: WEST DES MOINES,Iowa