Individual Contributor

About the Role

Develop and deliver a comprehensive, creative range of centrally led customer communications and graphic production across multiple digital platforms, including the company website, social media, email, and existing customer communications channels. This role requires demonstrated expertise using Adobe InDesign and Canva to create clear, visually compelling materials that educate customers about services, support engagement, and strengthen the American Water brand.

Contribute significantly to customer communications by producing high-quality digital and visual assets for external platforms and direct-to-customer channels. Leverage advanced graphic design and production skills to develop branded materials, web content, social media visuals, fact sheets, presentations, templates, and other digital assets that improve message clarity and reinforce brand identity.

Support the customer communications team in creating and driving coordinated initiatives that amplify the American Water brand and key messages to customers and stakeholders. Collaborate with the Corporate Communications team, Customer Service Organization, external affairs, government affairs, investor relations, business development, and other functional units to ensure visually consistent and strategically aligned communications.

Responsibilities

• Execute customer communications and graphic production across owned and paid media to enhance the company’s position among customers and corporate stakeholders.
• Support state external affairs and communications teams, other business units, and graphic/digital communications; assist with crisis communications and M&A/integration as needed.
• Utilize strong graphic design and production skills, with expertise in InDesign and Canva, to develop customer-facing materials that educate, improve understanding, and amplify the brand.
• Serve as a resource for integrated digital customer communications, including website content, social media, email, texting, web platforms, and future channels.
• Collaborate cross-functionally within External Communications, Customer Service, Operations, Business Development, and Supply Chain to coordinate communications activities and customer-facing visuals.

Requirements

• Bachelor’s degree in marketing, public relations, communications, or a related field.
• Minimum 5-7 years of relevant experience in marketing or corporate communications, including hands-on experience producing materials in InDesign and Canva.
• Minimum 2 years of experience working directly with Customer Service, Customer Experience, or a similar customer-oriented functional unit.

Skills

• Excellent writing skills with the ability to craft persuasive and compelling stories.
• Speed, flexibility, and adaptability to work under pressure in a fast-paced environment.
• Strong time management skills.
• Advanced proficiency in Adobe Creative Suite, particularly Adobe InDesign and Canva, for graphic design, layout, production, and template development.
• Ability to independently create, edit, and version InDesign files and Canva assets for customer notices, social media graphics, fact sheets, presentations, and other branded materials.
• Team player with proactive, collaborative skills and the ability to build relationships outside the communications function.
• Effective presentation and speaking skills.

Benefits

• Comprehensive benefits package including 401(k), Defined Contribution Plan, and Employee Stock Purchase Plan.
• Medical, prescription, dental, and vision coverage.
• Disability, paid time off, life insurance, and voluntary benefits.
• Health and wellness programs.
• Learning opportunities and professional growth experiences.

Pay

Posted salary range: $101,490–$137,380. The base salary will be determined based on market, geography, skills, education, and experience. Eligible for annual incentive pay and continued salary growth.

Schedule

Hybrid work schedule: three days onsite and two days remote each week.