Experience Design (XD) Principal, Content Design - Bank of America Experience Design
San Francisco, California;Seattle, Washington; Charlotte, North Carolina; Los Angeles, California; Pennington, New Jersey; Boston, Massachusetts; New York, New York
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Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Job Description:
This job is responsible for leading enterprise level craft of multi-disciplinary Experience Design (XD) delivery, processes and functions for end-to-end digital experiences. Key responsibilities include defining experience strategy across different stakeholders, executing for executive level, and developing digital experience solutions across the enterprise. Job expectations include the highest level of subject matter expertise and acumen to redefine, reframe and invent cohesive solutions enterprise-wide that meet client needs and solve business problems.
Bank of America's Experience Design (XD) team creates world-class end-to-end digital experiences that are intuitive, innovative, engaging and inclusive. We are a multi-disciplinary design organization with expertise across product design, content design, design research, design operations, and design technology. The team is constantly defining, iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals by designing and delivering next-level experiences that provide ease, convenience, and safety while matching to individual needs and preferences.
Bank of America is looking for a Principal Experience Designer that will be responsible for leading and raising craft delivery quality for an interdisciplinary product design team that delivers strategic and tactical solutions in support of our award-winning Digital Platforms and Erica, our AI Virtual Assistant.
The role is an AI-first content and experience orchestrator that spans content, research, design, data analytics, and product development experience. The role will partner with the highest Executive levels to influence investment, strategy, and alignment. A role model for the team accountable for cross-team delivery to the highest standards of vision, quality, execution, and professionalism, delivering on-time and on-budget. The role will connect vision across enterprise portfolios and domains, owning key relationships with stakeholders and partners from across the organization to guide and continuously improve enterprise-wide adoption of AI and agentic processes, best practices, and frameworks. And invest in continuing to build our culture of creativity, accountability, discourse, and measurable key results.
Responsibilities include:
Lead and evolve AI-powered experience platforms and ecosystems, not just individual features, spanning agent frameworks, orchestration layers, governance tooling, and experimentation systems.
Design and govern semantic systems including taxonomies, ontologies, embeddings, retrieval strategies, evaluation signals, and feedback loops that enable scalable, high-trust AI experiences.
Specify agentic behaviors, manage taxonomy, enforce brand voice and compliance as key part of building, measuring and testing the loops that keep experiences safe, scalable, and high quality.
Lead exploration, prototyping, and validation of new AI interaction models, agent patterns, and multimodal experiences, translating into production-grade capabilities.
Serve as a craft expert, ambassador, and role model, influencing across design, product, engineering, data science, legal, and compliance; setting standards and direction without direct people management.
Deliver the taxonomy and semantic foundations that enable scalable, high quality AI conversations across domains and platforms.
Set the bar on strategic thought leadership, by driving deep, model aware content design to tune, evaluate, and evolve AI system behavior across prompts, retrieval, and orchestration layers.
Actively participate in design critiques, mentor other designers, and manage multiple complex projects across web, mobile web, and native apps (iOS and Android), utilizing user research and insights to refine and enhance the customer journey.
Act as a senior problem solver for the organization's most ambiguous and high impact AI initiatives, bringing clarity, structure, and forward progress where none exists.
Serve as a strategic thought partner to executives, influencing AI investment decisions, platform direction, and risk posture across the enterprise.
Reframes and redefines problems into world-class enterprise software solutions, deliverables or reporting within time, scope, and budget by establishing, championing and inventing XD frameworks and practices.
Establishes how the enterprise understands and solve experience problems throughout the end-to-end product-development lifecycle.
Influences at the executive level and shapes enterprise priorities with teammates, partners and stakeholders.
Operates autonomously, independently and pro-actively to guide teams and enterprise through strategy, ambiguity and transformation.
Required Qualifications:
10+ years of design experience in a role demonstrating mastery in multidisciplinary content design, with a portfolio showcasing your proven expertise.
Demonstrated leadership delivering complex, AI-enabled platforms or products at enterprise scale, including systems used by millions of users or across multiple business units across complex, federated ecosystems.
Hands-on experience designing, launching, and governing AI agents or assistants in production, including orchestration logic, tool use, retrieval strategies, evaluation, and human-in-the-loop models.
Deep experience designing intelligent systems across content, UX, product, and data: including search, discovery, recommendations, agents, or decision-support tools.
Demonstrated success in designing content that progressively enhances or degrades gracefully across model swaps and upgrades.
Proven ability to define success metrics, run experiments, and use qualitative and quantitative signals to improve AI system behavior over time.
Proficiency in working with content systems, developing and adhering to brand, voice and tone guidelines while leveraging quantitative and qualitative data to inform and inspire.
Builds and mentors an AI first content design practice through standards, coaching, and hands on leadership without direct people management.
Ensures AI content systems meet enterprise standards for quality, safety, compliance, and responsible use.
Exemplifies leadership in problem-solving with a strong work ethic, showcasing reliability in issue resolution and time management with a focus on results.
Expert level in tools such as Figma, Copilot, and Content Management Systems.
Recognized as a thought partner by engineering and data science peers.
Adapts swiftly and positively to change, embodying curiosity, resilience, and flexibility.
Desired Qualifications:
Financial or similar industry experience preferred.
Bachelor's degree with corresponding product design experience.
Deep knowledge of collaboration and production tools such as MCP (Model Context Protocol), JIRA and Confluence.
Skills:
Adaptability
Critical Thinking
Presentation Skills
Stakeholder Management
User Experience Design
Collaboration
Decision Making
Product Design and Development
Project Management
Research
Agile Practices
Problem Solving
Process Management
Usability Testing
Written Communications
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.
The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC
?It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
View your "Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12.pdf) " poster.
View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
