Lead AI Content Strategy Consultant – Human Resources

About this role:

Wells Fargo is seeking a Lead Artificial Intelligence (AI) Content Strategy Consultant within the Human Resources (HR) team that will shape and execute our AI-driven content vision within the HR Service Delivery ecosystem. This role will be instrumental in transforming how employees access information and resolve issues through ServiceNows Knowledge Management and Virtual Agent platforms. Youll lead efforts to design content that is intuitive scalable and optimized for AI consumption driving self-service enhancing user experience and reducing support case volume.

In this role you will:

• AI-Driven Content Strategy:
  Develop and lead the content and virtual agent strategy ensuring alignment with AI capabilities such as Natural Language Understanding (NLU) GenAI and conversational catalog design.
• Content Governance & Lifecycle Management:
  Enhance the governance frameworks for content creation version control ethical AI use and continuous improvement.
• Cross-Functional Collaboration:
  Partner with Product Engineering Data Science and HR teams to integrate AI content into workflows and ensure seamless user experiences across channels.
• Content Optimization & Publishing:
  Define standards and processes for reviewing tagging and publishing AI-ready content that supports multi-turn conversations and personalized interactions.
• Performance Monitoring & Insights:
  Partner on delivery of key performance indicators (KPIs) such as case deflection rates virtual agent accuracy content engagement and update velocity. Use analytics to inform strategy and improve outcomes.

Required Qualifications:

• 6 years of Human Resources operations experience or equivalent demonstrated through one or a combination of the following: work experience training military experience education

Desired Qualifications:

• 6 years in content strategy information architecture or digital experience designpreferably within enterprise platforms like ServiceNow Workday or similar.
• Technical Acumen: Familiarity with conversational AI design prompt engineering NLP principles and AI content optimization techniques.
• Platform Expertise: Hands-on experience with ServiceNow Knowledge Management and Virtual Agent including conversation design and content structuring.
• Leadership & Influence: Proven ability to lead cross-functional initiatives influence stakeholders and drive strategic outcomes in a matrixed environment.
• Analytical & Creative Thinking: Strong skills in data analysis user behavior insights and storytelling to create engaging AI-compatible content.
• Experience with Metadata
• Strong analytical skills preferably using Power BI
• Lean or Six Sigma certification preferred

Job Expectations:

Ability to travel up 5% of the time

Position Location Options:

Charlotte North Carolina (NC) 1525 West WT Harris Blvd. (CIC)
Charlotte North Carolina (NC) 401 S. Tryon Street
Charlotte North Carolina (NC) 11625 N. Community House Road
Minneapolis Minnesota (MN) 550 S. 4th Street
West Des Moines Iowa (IA) 800 S. Jordan Creek Parkway
Westlake Texas (TX) 1301 Solana Blvd. (Suburb of Dallas)
San Antonio Texas (TX) 4101 Wiseman Blvd.
Phoenix Arizona (AZ) 2222 W. Rose Garden Lane
Chandler Arizona (AZ) 2600 S. Price Road

Must be based in one of the above locations or willing to relocate at your own expense.
Relocation assistance is not available for this position.
This position currently offers a hybrid work schedule.
This position is not eligible for Visa sponsorship.

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Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements skills experience or work location. The range listed is just one component of the compensation package offered to candidates.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit Market Financial Crimes Operational Regulatory Compliance) which includes effectively following and adhering to applicable Wells Fargo policies and procedures appropriately fulfilling risk and compliance obligations timely and effective escalation and remediation of issues and making sound risk decisions. There is emphasis on proactive monitoring governance risk identification and escalation as well as making sound risk decisions commensurate with the business units risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process visitDisability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.