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
- 4+ years of Human Resources operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 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
- 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
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.
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What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.0 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations.
Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us!
Are you looking for more? Find it here.
At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S.
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. © 2025 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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