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 :

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.

Enhance the governance frameworks for content creation, version control, ethical AI use, and continuous improvement.

Partner with Product, Engineering, Data Science, and HR teams to integrate AI content into workflows and ensure seamless user experiences across channels.

Define standards and processes for reviewing, tagging, and publishing AI-ready content that supports multi-turn conversations and personalized interactions.

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.

Familiarity with conversational AI design, prompt engineering, NLP principles, and AI content optimization techniques.

Hands-on experience with ServiceNow Knowledge Management and Virtual Agent, including conversation design and content structuring.

Proven ability to lead cross-functional initiatives, influence stakeholders, and drive strategic outcomes in a matrixed environment.

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

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.

Pay Range : $100,000.00 - $179,000.00

Benefits : 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

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.

Applicants with Disabilities : To request a medical accommodation during the application or interview process, visit Disability 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 :

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

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

Req Number : R-489346