Why You'll Love This Job
You'll join a multidisciplinary UX team that shapes the experience for both customer-facing and employee-facing applications. In this role, you will work closely with the Senior UX Designer to create content for internal customer service tools. You'll gain hands-on experience translating business requirements, participating in user research, and collaborating with product teams to deliver clear, consistent, user-focused content.
What You'll Do
The UX Content Designer is responsible for planning, creating, and managing content across multiple digital channels. This role requires a deep understanding of content planning, tone of voice, style, and formatting to maintain consistency and brand identity. You'll collaborate with UX Product Designers and product teams to develop relevant, customer-focused content rooted in user needs, behaviors, and pain points. You will participate in user research to evaluate content performance, identify opportunities for improvement, and optimize messaging to enhance the user experience.
This position is part of the Technology Strategy & User Experience (UX) team within the Information Technology division at American Airlines.
Principal Duties & Responsibilities
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Provide content strategy to ensure relevant, contextualized content delivery.
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Collaborate on content roadmaps and conduct content audits.
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Establish and maintain processes and procedures for managing content requests and delivery.
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Lead content governance and embed best practices at an enterprise level.
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Work collaboratively with product stakeholders to ensure optimized and effective messaging.
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Coach and mentor team members on content strategy best practices.
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Create user-group-based documentation to articulate tone and voice.
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Produce key UX content artifacts such as scripts, content strategy documents, knowledge base articles, and in-product content.
Minimum Qualifications – Education & Experience
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Bachelor's degree in English, Journalism, Technical Writing, or equivalent training/experience.
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5 years of experience creating and executing digital content strategies across multiple channels.
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Extensive experience developing useful, usable digital content including instructional text, error/confirmation messaging, taxonomy, and SEO-optimized content.
Preferred Qualifications
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Master's degree in English, Journalism, or Technical Writing.
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Experience using content management or knowledge management systems and agent-facing applications.
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Experience working on technical projects involving AI or machine learning.
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Travel industry experience.
Skills, Licenses & Certifications
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Superior writing, editing, and proofreading skills with strong command of clear and concise digital communication.
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Proven ability to collaborate across product and UX teams and translate complex concepts into intuitive user experiences.
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Passion for digital user experience with knowledge of industry trends, emerging technologies, and UX best practices.
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Strong advocacy for effective, user-friendly communication with an understanding of the importance of consistent messaging across channels.
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Ability to collaborate with multiple stakeholder groups to gather alignment, input, and requirements for content needs.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.