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 at scale. You'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 at scale.

You will report to the Director, Customer Experience - Digital Marketing

Relocation is available to those willing to relocate to Boston, MA or Madison, WI.

#LI-Hybrid

Position Compensation Range:

$113,000.00 - $194,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Key Responsibilities

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.

Specialized Knowledge & Skills Requirements

• 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.