Content Designer/ Sr Content Designer, UX

Intro

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

• This job is a member of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. We're a multidisciplinary UX team that drives the user experience for both customer and employee-facing applications.
• In this position, you'll be responsible for planning, creating and managing content across multiple digital channels.
• The UX Content Designer has a deep understanding of the content planning, tone-of-voice, style and formatting needed to maintain consistency and brand identity.
• You'll partner with UX Product Designers and product teams to provide relevant, customer-focused content based on the understanding of our customers' and team members' behaviors, needs and pain points.

What you'll do

This list is intended to reflect the current job, but there may be additional essential functions (and certainly non-essential job functions) not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate, observing any legal obligations including any collective bargaining obligations.

• Provide content strategy in partnership with Product Designers and Product Owners to ensure relevant content is delivered contextually.
• Create and edit relevant, customer-focused content for multiple digital channels.
• Collaborate on a content roadmap and conduct content audits.
• Establish and maintain operational processes and procedures for managing content requests and delivery.
• Lead content governance and implementation of best practices at an enterprise level.
• Maintain tone-of-voice, style and formatting needed to ensure consistency and brand identity.
• Work with product stakeholders and bring them along as you provide content to ensure messaging is optimized and successful.
• Coach and mentor others on content strategy best practices.
• Participate in user research and design activities to understand and analyze the performance of content, identify areas for improvement and optimize messaging.

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor's degree in English, journalism, technical writing or equivalent experience / training
• 3+ years creating and executing digital content strategy across multiple channels
• Extensive experience planning for and developing useful, usable content including instructional text, error and confirmation message, taxonomy and SEO
• Experience using a content management system including knowledge of basic HTML, CSS and JavaScript

Preferred Qualifications – Education & Prior Job Experience

• Master's degree in English, journalism or technical writing
• Experience using a content or knowledge management system and agent facing applications
• Experience with technical projects involving Al / machine learning
• Travel industry experience

Skills, Licenses, and Certifications

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

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet 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.