Lead User Experience Content Strategist; Hybrid

American Family Insurance is looking for a Lead UX Content Strategist to define how content powers AI-enabled product experiences 'll set the direction for how content is authored, structured, and governed, ensuring it performs consistently for both people and AI systems. This is a highly cross-functional, influence-driven role where you'll partner across design, product, engineering, and AI/ML teams to shape thoughtful, scalable experiences and drive strategic alignment across the organization.

As a Lead UX Content Strategist, you'll serve as a strategic leader and trusted advisor, guiding teams, influencing decisions, and helping shape the future of content strategy without direct people-management responsibility. This role is ideal for someone with proven leadership experience who enjoys building consensus, mentoring others, and driving outcomes through influence rather than authority. You'll serve as a thought leader across multiple disciplines, helping advance both the content strategy practice and the future direction of AI-powered experiences.

For the right candidate, this position offers a clear path to broader organizational leadership and future senior management opportunities. You'll play a key role in shaping how content enables the next generation of intelligent experiences, impacting product quality, AI performance, and user trust  will report to the Director, Customer Experience - Digital Marketing Relocation is available to those willing to relocate to Boston, MA or Madison, WI.

Pay Rate Type:
Salary Compensations may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates. Position Compensation Range: $ - $

• Lead Design System Content Strategy
• Define and scale content patterns, standards, and governance for the design system
• Establish naming conventions, usage guidelines, and documentation frameworks
• Create consistency across products and influence system-wide decisions
• Identify gaps and lead scalable solutions across teams and platforms
• Monitor contractor deliverables to ensure execution aligned with our strategy, and provide, actionable feedback for continuous improvement.
• Quality-assure contractor work to ensure alignment with organizational strategy, providing feedback and guidance.
• Shape AI-Driven Experiences
• Lead content strategy for AI-powered features (conversational UX, AI-generated UI, recommendations)
• Define prompt strategies and refine outputs for clarity, tone, and reliability
• Translate ambiguity into clear, structured content that improves AI performance
• Partner with ML/AI teams to align content with model behavior and constraints.
• Drive Structured Content & AI Readiness
• Champion structured authoring and modular content design across teams
• Define content schemas and metadata strategies to support retrieval, reuse, and consistency
• Ensure content is optimized for LLMs (context limits, clarity, deterministic outputs)
• Establish Quality, Accessibility & Governance
• Set standards for accessible, inclusive, and high-quality content (WCAG)
• Define guardrails for AI-generated content and contribute to governance practices
• Advocate for content excellence and influence decision-making at the product and system level.

• Demonstrated experience providing customer-driven solutions, support or service.
• Solid knowledge of the technology industry, including current and emerging digital solutions and trends.
• Demonstrated verbal and written communication skills with ability to transfer knowledge.
• Demonstrated ability to work in collaborative teams.
• Demonstrated experience leading complex projects, including linking and coordinating across multiple stakeholders and providing technical coaching of others.
• Preferred
  
  Skills:
  
  Deep experience in UX writing, content strategy, and design systems
• Proven ability to lead strategy, not just execution, within complex product ecosystems overseeing contractors.
• Experience with AI-enabled products, prompts, or conversational interfaces
• Working knowledge of:
• How LLMs interpret and generate content
• Structured authoring and semantic consistency
• Content optimization for search, retrieval, and metadata
• AI risks (hallucination, bias, misuse) and mitigation approaches.

Not Applicable.

Up to 10%.

Work that primarily involves sitting/standing.

Not Applicable.

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