Lead AI Content Strategy Consultant – Human Resources

Lead Artificial Intelligence (AI) Content Strategy Consultant

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 ServiceNow's Knowledge Management and Virtual Agent platforms. You'll 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 design—preferably 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: $100,000.00 - $179,000.00

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.

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

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.