Experience Design (XD) II, 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 Design (XD) II who will be responsible for advanced content design execution and craft delivery for an interdisciplinary product design team that delivers strategic and tactical solutions in support of Digital Consumer Investing and Workplace Benefits. Success in this role requires a deep understanding of content design, digital product experiences, information architecture, and plain language practices, coupled with a passion for crafting seamless, accessible, and engaging experiences across complex systems that drive customer satisfaction and business outcomes.

The role will build cross-functional relationships beyond the immediate team, partnering with peers, and stakeholders from across the organization to influence priorities, and ensure roadmap projects are delivered with high standards on 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 anticipating and advancing multi-disciplinary Experience Design (XD) delivery, processes and functions for end-to-end digital experiences. Key responsibilities include building cross-functional relationships across different stakeholders, executing with limited direction from day-to-day leaders, and developing digital experience solutions independently. Job expectations include applying subject matter expertise and acumen to define and deliver solutions that meet client needs and solve business problems. 

Responsibilities:

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

• Anticipates and provides support throughout the end-to-end product-development lifecycle.

• Elevates conversations with teammates, partners and stakeholders.

• Independently manages day-to-day work and applies sound judgement to resolve blockers.

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

• Craft, optimize, and deliver compelling human-centered content that blends seamlessly across digital products to drive best-in-class experiences, engage users, and enable them to complete tasks from concept through execution and implementation.

• Apply an advanced range of content design capabilities to create cohesive end-to-end product and experience narratives across platforms, using best practices, existing patterns, heuristics, brand standards, and content standards.

• Influence, navigate, and partner with a diverse set of project stakeholders and cross-functional teams, including product management, business partners, legal, risk, and engineering. Build relationships and influence beyond ongoing project work.

• Collaborate with product design, design research, design operations, and design technology across the team to frame problems, shape flows, and deliver integrated experience solutions.

• Develop and deliver advanced content design work across the discovery and delivery workflow without active guidance, including content strategy, value propositions, information architectures, content models, taxonomies, conversation flows, prototypes, specifications, and final production copy.

• Contribute to large-scale content audits, complex content models, semantic systems, taxonomies, and reusable content systems that improve consistency, findability, comprehension, and scalability across experiences.

• Design and evolve content for AI-powered and multimodal experiences, including conversational interfaces, agents, search, recommendations, decision-support tools, web, mobile web, and native apps (iOS and Android).

• Act as a human-in-the-loop for emerging platforms by defining, reviewing, and improving prompts, responses, agent behaviors, voice, tone, taxonomy, and content quality.

• Demonstrate advanced content design craft, including voice and tone, brand expression, plain language, accessibility, localization awareness, conversation design, and WCAG accessibility standards.

• Use quantitative and qualitative data, user research, evaluative testing, analytics, and A/B testing to inform content choices, refine solutions, and influence priorities.

• Evaluate and benchmark existing product and service experiences, applying heuristics, competitive insights, and content best practices to move discussions forward.

• Elevate conversations, articulate content rationale with clarity, proactively contribute in design critique, and serve as a resource to other designers.

• Manage multiple concurrent designs and projects with minimal guidance, inform timelines and estimates, negotiate scope based on feedback, and resolve day-to-day blockers with sound judgment.

• Leverage, contribute to, and advance content standards, design system patterns, governance practices, and reusable frameworks while supporting innovative digital, technology, and AI experiences.

• Use excellent written, verbal, visual, presentation, and storytelling skills to challenge the status quo, present independently, navigate questions, and influence decisions beyond assigned tasks.

• Onboard newer peers to tools, systems, and working practices, and socialize learnings across teams.

Required Qualifications:

• 5+ years of industry design experience in a role demonstrating multidisciplinary content design, with a portfolio showcasing proven expertise across complex end-to-end digital experiences.

• Experience delivering content and messaging for complex systems, AI-enabled platforms, or products at enterprise scale, including experiences spanning multiple business units or complex, federated ecosystems.

• Experience designing intelligent systems across content, UX, product, and data, including search, discovery, recommendations, agents, conversational interfaces, 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.

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

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

• Advanced experience with content systems, content models, taxonomies, and design systems, including developing and applying brand, voice, tone, plain-language, and accessibility standards.

• Experience using quantitative and qualitative data, user research, evaluative testing, analytics, or A/B testing to inform content strategy and improve digital experiences.

• Experience leveraging AI agents, automation, or assistants in shipping and production, including human-in-the-loop review of prompts, responses, behaviors, and content quality.

• Highly proficient in design, content, and design-to-code tools such as Figma, Copilot, Content Management Systems, Lovable, and Claude Code.

• Works well with others, builds and nurtures strong cross-functional relationships, and has a proven ability to influence priorities through data and storytelling.

• Recognized as a key partner by product management, engineering, legal, risk, and design peers.

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

• Track record of maximizing impact, reflecting on outcomes, sharing learnings, and helping others do their best work.

• Strong interest in and aptitude for self-learning new content design, AI, data, and technology skills.

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

• Applies legal, risk, regulatory knowledge and domain expertise to content solutions and strategy.

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

Desired Qualifications:

• Financial or similar regulated 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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