Experience Design (XD) I, Content Design - Bank of America Experience Design

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

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 an Experience Designer (XD) I that will be responsible for execution and craft delivery for an interdisciplinary product design team that delivers strategic and tactical solutions in support of Digital Consumer Banking and Payments. The role will partner with peers, and stakeholders from across the organization to ensure roadmap projects are delivered with high standards on content and experience quality, execution, and professionalism, delivering on-time and on-budget. And contribute to our culture of creativity, accountability, discourse, and measurable key results.

This job is responsible for executing on multi-disciplinary Experience Design (XD) delivery, processes and functions for end-to-end digital experiences. Key responsibilities include closely collaborating across different stakeholders, executing on direction from day-to-day leaders, and developing digital experience solutions. Job expectations include applying knowledge and acumen to define and deliver solutions that meet client needs and solve business problems. 
 

As an Experience Design (XD) I, Content Design you will:

• Craft, optimize, and deliver compelling human-centered content to drive best-in-class digital experiences that engage users and enables them to complete tasks, working from a multidisciplinary, holistic perspective from concept to execution and implementation.

• Apply a broad range of content design capabilities to develop cohesive end-to-end product and digital experience narratives and solutions across platforms using best practices, existing patterns, heuristics, brand and content standards.

• Partner with a diverse set of project stakeholders and cross-functional teams to quickly digest all requirements and align to user intent – including product management, business partners, legal, and engineering. Build influence and partnerships with stakeholders outside of ongoing project work.

• Collaborate across the team with product design, design research, design operations, and design technology to iterate and revise content solutions.

• Create content every step of the way, from early ideation to digital delivery, including content design deliverables for design systems and final copy for comprehensive specifications, prototypes, and content management systems. 

• Build reusable content models and systems, including frameworks for AI interactions, agent patterns, and multimodal experiences, ensuring they scale reliably into production-grade capabilities.

• Design and evolve digital content experiences across conversation interfaces, web, mobile web, and native apps (iOS and Android).

• Demonstrate strong suite of content design specialties including adapting voice, tone, brand, content standards, conversation design, and WCAG accessibility standards.

• Deliver exemplary solutions leveraging and anticipating internal and external best practices and methods.

• Support evaluative testing, from rapid user testing to usability studies and leverage user research and insights to refine and enhance the customer journey.

• Evaluate and benchmark existing product and service experiences.

• Participate actively in design critique and be available as a resource to other designers.

• Work on multiple designs/projects, managing time and expectations with stakeholders across the organization and Experience Design, staying knowledgeable on project and product details.

• Respect standards, reflect our design system patterns in work and contribute to best practices while also helping with innovative digital, technology, and AI experiences. 

• Use excellent visual, communication and storytelling skills and demonstrate thought leadership by challenging the status-quo, present independently and navigate questions.

Responsibilities:

• ​Crafts world-class software solutions, deliverables or reporting within time, scope, and budget by following established XD frameworks and practices.

• Provides ongoing support throughout the end-to-end product-development lifecycle.

• Communicates effectively and engages with teammates, partners and stakeholders.

• Acts independently when incorporating feedback and completes tasks with support.

Required Qualifications:

• 3+ years of industry design experience in a role demonstrating multidisciplinary content design, with a portfolio showcasing your proven expertise.

• Delivered content and messaging for complex systems, AI-enabled platforms or products at enterprise scale, including systems used by millions of users or across multiple business units across complex, federated ecosystems.

• Experience designing intelligent systems across content, UX, product, and data: including search, discovery, recommendations, agents, or decision-support tools.

• Experience developing content for multi-channel consumer-facing apps, responsive web, and websites including complex system, user, ecommerce, and transactional experiences.

• Demonstrated understanding of user-centered design principles and best practices and rapid ideation processes like Lean UX, Design Sprints, and Agile.

• A track record for working with cross-functional product development and design teams to ship customer-facing digital products.

• Experience working with content systems, developing and adhering to brand, voice and tone guidelines while leveraging quantitative and qualitative data to inform and inspire content choices.

• Experience leveraging AI agents or assistants in production.

• Proficient in design and design-to-code tools such as Figma, Copilot, Lovable, and Claude Code.

• Recognized as a partner by engineering and product manager peers.

• Self-motivated problem solver with a strong work ethic, reliable issue resolution, and time management skills with an intense focus on achieving results.

• Works well with others, builds and nurtures strong relationships.

• Track record of maximizing impact, being reflective, and inspiring others to do their best work.

• Has a strong interest in, and aptitude for self-learning new design and technology skills.

• Demonstrates strong listening, with excellent communication, and presentation skills.

• Adapts swiftly and positively to change, embodying curiosity, resilience, and flexibility.

Desired Qualifications: 

• Financial or similar industry experience preferred. 

• Bachelor’s degree with corresponding content design experience.

• Knowledge of collaboration and production tools such as MCP (Model Context Protocol), Content Management Systems (CMS), JIRA, and Confluence.

Skills:

• User Experience Design

• Critical Thinking

• Problem Solving

• Collaboration

• Adaptability

• Product Design and Development

• Research

• Stakeholder Management

• Decision Making

• Project Management

• Usability Testing

• Process Management

• Agile Practices

• Problem Solving

• Written Communication

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:

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