Senior UX Content Designer

Introduction to the Role

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise, and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why You'll Love This Job at American Airlines

This role is a vital part of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. We are a multidisciplinary UX team dedicated to enhancing user experience for both customer and employee-facing applications. As a Senior UX Content Designer, you will be responsible for planning, creating, and managing content across multiple digital channels. You will leverage a deep understanding of content planning, tone-of-voice, style, and formatting to ensure consistency and maintain brand identity. You’ll partner closely with UX Product Designers and product teams to deliver relevant, customer-focused content, grounded in a thorough understanding of customer and team member behaviors, needs, and pain points.

Key Responsibilities of a Senior UX Content Designer

• Provide robust content strategy in partnership with Product Designers and Product Owners, ensuring content is delivered contextually and effectively.
• Create and meticulously edit relevant, customer-focused content tailored for various digital channels.
• Actively collaborate on the development of a comprehensive content roadmap and conduct regular content audits to maintain quality and relevance.
• Establish and diligently maintain operational processes and procedures for efficient content request management and delivery.
• Lead content governance initiatives and drive the implementation of best practices across the enterprise.
• Ensure consistent tone-of-voice, style, and formatting to uphold brand identity across all digital touchpoints.
• Work collaboratively with product stakeholders, bringing them into the content creation process to optimize messaging and ensure success.
• Coach and mentor team members on advanced content strategy best practices.
• Actively participate in user research and design activities to understand and analyze content performance, identify areas for improvement, and optimize messaging for maximum impact.

What You'll Need for Success

Minimum Qualifications

• Bachelor's degree in English, Journalism, Technical Writing, or equivalent experience/training.
• 3+ years of progressive experience creating and executing digital content strategy across multiple channels.
• Extensive experience in planning for and developing useful, usable content, including instructional text, error and confirmation messages, taxonomy, and SEO.
• Proficiency in using a content management system, with foundational knowledge of basic HTML, CSS, and JavaScript.

Preferred Qualifications

• Master's degree in English, Journalism, or Technical Writing.
• Experience utilizing a content or knowledge management system, specifically with agent-facing applications.
• Prior experience within technical projects involving AI/machine learning.
• Valuable experience within the travel industry.

Skills, Licenses, And Certifications

• Superior writing, editing, and proofreading skills, demonstrating a clear understanding of concise communication for digital channels.
• A proven track record of successful collaboration across product and UX teams, with the ability to translate complex concepts into easy-to-understand interactive experiences.
• A genuine passion for crafting exceptional digital user experiences, coupled with actionable knowledge of the digital landscape; commitment to continuous learning in industry and user trends, emerging technologies, and best practices.
• Ability to effectively advocate for user-friendly communication, articulate the importance of consistent messaging across channels, build a compelling case for a strategic approach to content delivery, and influence key decision-makers.

What You'll Get at American Airlines

• Travel Perks: Explore 365 destinations on over 6,800 daily flights for you, your family, and friends.
• Health Benefits: Comprehensive health, dental, prescription, and vision benefits from day one, plus virtual doctor visits and flexible spending accounts.
• Wellness Programs: Tools, resources, and support to help you achieve your best self.
• 401(k) Program: Available upon hire, with employer contributions after one year (depending on workgroup).
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.

Inclusion and Diversity at American Airlines

At American Airlines, inclusion and diversity form the bedrock of our dynamic workforce, from our team members to the customers we serve. Our 20+ Employee Business Resource Groups connect team members to customers, suppliers, communities, and shareholders, fostering an inclusive environment where everyone can reach their full potential and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Key skills/competency

• Content Strategy
• UX Writing
• Digital Content Management
• SEO
• Information Architecture
• User Research
• HTML/CSS/JavaScript Basics
• Brand Voice & Tone
• Cross-functional Collaboration
• Content Governance