Lead User Experience Content Strategist (Hybrid)

Responsibilities

• Lead Design System Content Strategy
• Define and scale content patterns, standards, and governance for the design system
• Establish naming conventions, usage guidelines, and documentation frameworks
• Create consistency across products and influence system-wide decisions
• Identify gaps and lead scalable solutions across teams and platforms
• Monitor contractor deliverables to ensure execution aligned with our strategy, and provide, actionable feedback for continuous improvement. Quality-assure contractor work to ensure alignment with organizational strategy, providing feedback and guidance.
• Shape AI-Driven Experiences
• Lead content strategy for AI-powered features (conversational UX, AI-generated UI, recommendations)
• Define prompt strategies and refine outputs for clarity, tone, and reliability
• Translate ambiguity into clear, structured content that improves AI performance
• Partner with ML/AI teams to align content with model behavior and constraints
• Drive Structured Content & AI Readiness
• Champion structured authoring and modular content design across teams
• Define content schemas and metadata strategies to support retrieval, reuse, and consistency
• Ensure content is optimized for LLMs (context limits, clarity, deterministic outputs)
• Establish Quality, Accessibility & Governance
• Set standards for accessible, inclusive, and high-quality content (WCAG)
• Define guardrails for AI-generated content and contribute to governance practices
• Advocate for content excellence and influence decision-making at the product and system level
• Specialized Knowledge & Skills Requirements
• Demonstrated experience providing customer-driven solutions, support or service.
• Solid knowledge of the technology industry, including current and emerging digital solutions and trends.
• Demonstrated verbal and written communication skills with ability to transfer knowledge.
• Demonstrated ability to work in collaborative teams.
• Demonstrated experience leading complex projects, including linking and coordinating across multiple stakeholders and providing technical coaching of others.
• Preferred Skills:
• Deep experience in UX writing, content strategy, and design systems
• Proven ability to lead strategy, not just execution, within complex product ecosystems overseeing contractors.
• Experience with AI-enabled products, prompts, or conversational interfaces
• Working knowledge of: How LLMs interpret and generate content
• Structured authoring and semantic consistency
• Content optimization for search, retrieval, and metadata
• AI risks (hallucination, bias, misuse) and mitigation approaches
• Licenses Not Applicable.
• Travel Requirements Up to 10%.
• Physical Requirements Work that primarily involves sitting/standing.
• Working Conditions Not Applicable.
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting
• In this hybrid role, you will be expected to work a minimum of 10 days per month out of our Madison, WI, Boston, MA, Denver, CO, Phoenix, AZ or Hopkins, MN offices.

Additional Information

American Family Insurance is looking for a Lead UX Content Strategist to define how content powers AI-enabled product experiences at scale. You'll set the direction for how content is authored, structured, and governed-ensuring it performs consistently for both people and AI systems. This is a highly cross-functional, influence-driven role where you'll partner across design, product, engineering, and AI/ML teams to shape thoughtful, scalable experiences. You'll play a key role in shaping how content enables the next generation of intelligent experiences-impacting product quality, AI performance, and user trust at scale. You will report to the Director, Customer Experience - Digital Marketing #LI-Hybrid Position Compensation Range: $113,000.00 - $194,000.00 Pay Rate Type: Salary Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

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