About this role:
Wells Fargo is seeking a Senior HR 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:
Lead or participate in moderately complex initiatives and deliverables within various HR service delivery areas and contribute to large-scale planning related to assigned products and process that may be related to, but not limited to, one or more HR functional areas such as: Talent Acquisition, Talent Management, pay, benefits, incentive plan administration, HRIS and records management, leave of absence, employee and labor relations, HR compliance
Review and analyze moderately complex business, operational, or technical challenges that require an in-depth evaluation of variable factors
Work on internal human resources information systems such as Workday, ServiceNow, and/or other specialized processes/tools within HR functional areas to assess challenges and improve operational and process efficiency
Work closely with the business, product and process owners, and participate in analysis, design, and implementation of product and process improvements as well as quality control initiatives
Independently resolve moderately complex issues and lead team to meet functional area, project, or process deliverables while leveraging solid understanding of HR service delivery function, policies, procedures, and compliance requirements
Anticipate, plan for, and reduce the impact of application and infrastructure failures on business delivery by participating in early planning and other risk management activities
Collaborate and consult with peers, colleagues, and mid-level managers to resolve issues and achieve HR service delivery goals
Provides guidance to less experienced team members on HR products and processes and how it impacts service delivery outcomes
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
Desired Qualifications:
Experience into content architecture, UX writing, knowledge management, or a related field—preferably within enterprise platforms like ServiceNow or similar
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
Conversational Design Principles - Ability to design content for chatbots and virtual agents. Understanding user intent, tone, and flow for natural interactions.
Prompt Engineering - Crafting effective prompts for AI workflows to improve intent recognition and response accuracy.
Taxonomy & Metadata for AI - Designing tagging frameworks that enhance AI retrieval and semantic search.
NLP Awareness - Familiarity with concepts like intent recognition, entity extraction, and contextual relevance.
Content Structuring for AI - Creating modular, reusable content optimized for machine learning and self-service platforms.
Data-Driven Content Optimization - Using analytics to measure AI performance (e.g., virtual agent success rates, deflection metrics). Identifying gaps and improving knowledge base usability.
Platform Expertise - Hands-on experience with ServiceNow Knowledge Management and Virtual Agent. Understanding AI integration within enterprise platforms.
Governance for AI Content - Maintaining version control and lifecycle management aligned with AI readiness.
Basic GenAI Knowledge - Understanding how generative AI can enhance conversational experiences and content automation
Job Expectations:
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
Posting End Date:
27 Nov 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.
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.