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. 

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. 

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.