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 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.

#HRJOBS

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.

$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

Posting End Date

5 Oct 2025

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 unit’s risk appetite and all risk and compliance program requirements.

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

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.

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Lead AI Content Strategy Consultant – Human Resources