Director - Content Design

As Director of Content Design — Enablement & Innovation, you will lead how American Express scales content excellence across digital experiences. You will evolve our Enterprise Content Design System, embed content standards into tools and workflows, and develop AI-enabled capabilities that make content more consistent, accessible, and effective.

You will lead the content strategy and governance for emerging capabilities, including a Content Design Context Layer that connects content knowledge and standards to intelligent tools and experiences. Working with Engineering, Technology, Design, and Business partners, you will turn Content Design expertise into reusable systems and scalable ways of working.

Partnering closely with the Director of Content Design Strategy, you will translate customer needs and experience opportunities into enterprise capabilities. Success requires deep Content Design expertise, technical fluency, and the ability to lead cross-functional transformation while empowering designers to focus on complex, high-impact work.

Responsibilities

Lead the Enterprise Content Design System: Set its strategy, roadmap, and governance across standards, terminology, reusable patterns, accessibility, and quality.

Embed standards into tools and workflows: Partner with stakeholders to integrate content standards and structured knowledge into design tools, platforms, and product workflows.

Shape AI-enabled content capabilities: Define strategy and governance for the Content Design Context Layer and emerging AI applications.

Strengthen content operations: Establish ownership, decision rights, review processes, quality assurance, and risk-based governance.

Enable governed self-service: Equip teams across the enterprise with scalable tools and guidance grounded in Content Design expertise.

Turn customer insights into shared solutions: Partner with the Director of Content Design Strategy to address customer needs and recurring journey challenges through enterprise content capabilities.

Align cross-functional partners: Work with Brand, Marketing, Legal, Compliance, Product, and Technology to balance customer needs, brand consistency, business goals, and regulatory requirements.

Measure impact and guide improvement: Track content quality, consistency, system adoption, and operational effectiveness to prioritize improvements.

Develop talent and advance the craft: Coach Content Design talent, build technical fluency, and foster experimentation with systems, AI, and ways of working.

Qualifications

Minimum Qualifications

• Proven leadership experience in Content Design, Content Strategy, UX Writing, Content Systems, or related disciplines.
• Demonstrated success building or scaling content systems, standards, governance, or operational capabilities across complex digital products.
• Deep expertise in content strategy, information architecture, structured content, accessibility, and content governance.
• Strong technical fluency with content platforms, content models, APIs, and digital product workflows, with the ability to partner effectively with engineering teams.
• Experience applying or guiding AI-enabled content capabilities, including content creation, evaluation, knowledge management, and human oversight.
• Proven ability to lead cross-functional initiatives, influence senior stakeholders, and translate strategic vision into measurable outcomes.
• Strong people leadership, communication, systems thinking, and change management skills.

Preferred Qualifications

• Experience in financial services, regulated industries, or large-scale global organizations.
• Experience evolving enterprise Content Design Systems or structured content architectures across multiple channels.
• Experience with AI agents, knowledge retrieval, workflow automation, and content evaluation frameworks.
• Familiarity with headless content management, content APIs, JSON schemas, metadata, taxonomies, and content lifecycle management.
• Experience integrating content standards into design and development tools such as Figma or content management platforms.
• Experience scaling content expertise through reusable systems, automation, and governed self-service.

Skills

• Content Design Strategy & Leadership
• Content Systems, Architecture & Operations
• Structured Content & Information Architecture
• Content Standards, Governance & Accessibility
• AI-Enabled Content Design & Evaluation
• Design Systems & Technical Fluency
• Content Quality & Measurement
• Cross-Functional Leadership & Change Management
• Talent Development & Craft Leadership

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.​