American Express is on a mission to create new ways to connect with Card Members that are meaningful and relevant by migrating and transforming current technology, specifically focusing on internal servicing journeys within ISP.
Requirements
- 5+ years of experience in UX writing, content design, or a related field
- A strong portfolio showcasing the process and impact of your work on user experience.
- Proven understanding of the product development lifecycle and ability to partner with UX designers, product managers, and engineers.
- Experience developing and implementing content strategy, including voice and tone guides.
- Proficiency with design tools like Figma or Sketch.
- Deep knowledge of accessibility standards and how to write inclusive, accessible content.
- Knowledge of credit/fraud risk servicing.
Responsibilities
- Design, write, and test microcopy, UI text, error messages, and help articles that reduce agent training time and improve efficiency.
- Own the end-to-end content strategy for our internal platforms, moving from initial concept to launch with a focus on measurable agent success.
- Present work to collaborators and various stakeholders with the ability to defend your decisions persuasively.
- Partner with product managers, UX designers, and engineers to ensure content is integrated seamlessly into the product design process.
- Conduct user research and A/B testing to measure the impact of your content and make data-driven decisions.
- Create and maintain a comprehensive content style guide and governance process to ensure content adheres to brand strategy, brand guidelines, and tone.
- Consult on UX content to ensure it adheres to UX writing best practices.
Other
- Excellent written and verbal communication
- Ability to adjust quickly to shifting priorities, multiple demands, ambiguity, and rapid change
- Ability to translate complex technical and operational information into simple, intuitive language for a non-technical audience.
- Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
