Individual Contributor

Primary role responsible for developing and delivering 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.

About the role

This role requires demonstrated expertise using Adobe InDesign and Canva to create clear, visually compelling materials that educate customers about the services we provide, support customer engagement, and strengthen the image and brand of American Water. The position contributes significantly to the company’s customer communications by producing high-quality digital and visual assets for external platforms and direct-to-customer channels.

By leveraging advanced graphic design and production skills, including strong fluency in InDesign and Canva, the individual develops branded materials, web content, social media visuals, fact sheets, presentations, templates, and other digital assets that improve message clarity, capture audience attention, and reinforce brand identity.

As part of the Corporate Communications team and reporting to the Sr. Director of External Communications, this person works in tandem with the in-place Manager, Customer Communications, and supports partnerships with the Customer Service Organization, external affairs, government affairs, investor relations, business development, and other functional units to ensure customer communications are aligned, visually consistent, and mutually reinforcing of American Water’s strategic goals and vision.

Responsibilities

• Executes customer communications and graphic production across owned and paid media that enhance the company’s position among customers and corporate stakeholders.
• Provides support and alignment to state external affairs and communications teams, other business units, and graphic/digital communications; supports crisis communications activities; assists as needed with M&A/integration.
• Utilizes strong hands-on graphic design and production skills, with specific expertise in InDesign and Canva, to develop customer-facing materials that educate customers, improve understanding, and amplify American Water’s brand, thought leadership, and customer service/experience.
• Serves as a resource in the development and execution of integrated digital customer communications, including but not limited to website content, social media, email, texting, web platforms, and future customer communication channels.
• Works in a cross-functional manner both within External Communications and through the Customer Service organization, Operations, Business Development, Supply Chain, and others to coordinate communications activities and customer-facing visual materials.

Requirements

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

Skills

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

Pay

Posted range is $101,490–137,380. The base salary range represents a good-faith salary range for this position. This position is eligible for annual incentive pay and has the opportunity for continued salary growth. Compensation will be determined based on factors such as market, geography, skills, education, and/or experience.

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, and life insurance.
• Voluntary benefits and health and wellness programs.
• Learning opportunities and work experiences to grow professionally.

Schedule

This position follows a hybrid work schedule, with three days onsite and two days remote each week.