Senior HR Service Delivery Consultant - AI Content Designer

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 fieldpreferably 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