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 jobThis 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  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 doAs noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, 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 SEOPreferred 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 & Certifications Superior writing, editing and proofreading skills; understanding of the importance of clear and concise communication for digital channelsA proven track record of collaboration across product and UX teams; ability to translate complex concepts into easy-to-understand interactive experiencesA 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…