Senior HR Service Delivery Consultant - AI Content Designer

AI Content Designer - Content Writing

About this role:

Wells Fargo is seeking a Senior HR Service Delivery Consultant - AI Content Designer, who will focus on designing and optimizing HR content for AI-powered self-service experiences. The individual will ensure all content is well-organized, tagged, and designed to support conversational AI and self-service experiences.

In this role, you will:

• Design and maintain taxonomies, metadata tagging frameworks, and content models that support AI understanding and retrieval across self-service channels.

• Develop and refine prompts used in workflows to improve intent recognition, response accuracy, and user experience.

• Partner with the broader content and technology teams to implement scalable publishing processes and explore automation opportunities for content updates and lifecycle management.

• Analyze content usage data to identify gaps, measure effectiveness, and recommend improvements that enhance virtual agent performance and knowledge base usability.

Required Qualifications:

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

• 4+ years in content architecture, UX writing, knowledge management, or a related field—preferably within enterprise platforms like ServiceNow or similar.

• 3+ years into familiarity with Natural Language Processing (NLP) concepts including intent recognition, entity extraction, and conversational design principles.

• Experience working with ServiceNow Knowledge Management and/or Virtual Agent, including content structuring and workflow design.

• Strong skills in analyzing content performance data, identifying improvement opportunities, and implementing scalable solutions.

Desired Qualifications:

• HR Knowledge Management

Job Expectations:

• Ability to design content for chatbots and virtual agents.

• Understanding user intent, tone, and flow for natural interactions.

• Crafting effective prompts for AI workflows to improve intent recognition and response accuracy.

• Designing tagging frameworks that enhance AI retrieval and semantic search.

• Familiarity with concepts like intent recognition, entity extraction, and contextual relevance.

• Creating modular, reusable content optimized for machine learning and self-service platforms.

• Using analytics to measure AI performance (e.g., virtual agent success rates, deflection metrics).

• Identifying gaps and improving knowledge base usability.

• Hands-on experience with ServiceNow Knowledge Management and Virtual Agent.

• Understanding AI integration within enterprise platforms.

• Maintaining version control and lifecycle management aligned with AI readiness.

• Understanding how generative AI can enhance conversational experiences and content automation

Posting End Date: 

15 Jan 2026

*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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.