Lead, External Communications

Requisition ID: 110118 

Share Our Purpose. Be Yourself. Feel Valued.  

People are the heart of our business. As an American Water employee, you will be offered a competitive salary and health benefits package, along with opportunities to develop, grow, and evolve your career. Our benefits packages focus on key areas such as health & wellness, emotional & well-being, and savings for current & future goals.

We are Beautifully Different . We strongly believe having diversity across our company makes us more successful and helps us provide essential services to our customers. We are stronger because we embrace different ideas, viewpoints, experiences, and backgrounds. American Water is the best choice for your next role! Click here for more information on our inclusion, diversity, and equity journey.

About American Water
American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886 and celebrating 140 years in 2026, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to approximately 14 million people with regulated operations in 14 states and on 18 military installations. American Water’s approximately 7,000 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

For more information, visit amwater.com and join American Water on LinkedIn , Facebook , X and Instagram .

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. 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.

This role 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 manager 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. Plays a supporting role on the customer communications team, creating and driving coordinated communications initiatives that consistently amplify and extend the American Water brand and key messages to customers and stakeholders.

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 the partnership with the Customer Service Organization, collaborating with 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. Responsible for helping to develop customer-specific digital communication graphic assets and other communication channels, actively supporting customer engagement and fostering positive experiences through innovative digital tools.

Important Information

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. If you are hired at American Water your base salary compensation will be determined based on factors such as market, geography, skills, education and/or experience. At American Water, we are committed to pay equity.

This position may be eligible for annual incentive pay and you will have the opportunity for continued salary growth. In addition to compensation, you will be offered a comprehensive benefits package including 401(k), Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more! American Water is also proud to offer employees learning opportunities and work experiences to grow professionally!

In addition to compensation, you will be offered a comprehensive benefits package including 401(k),Defined Contribution Plan, Employee Stock Purchase Plan, medical, prescription, dental and vision coverage, plus disability, paid time off, life insurance, voluntary benefits, health and wellness programs and much more!

American Water is also proud to offer employees learning opportunities and work experiences to grow professionally! 

Key Accountabilities

• Executes customer communications and graphic production across owned, 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; helps 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 help 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, customer-facing visual materials

Knowledge/Skills

• Excellent writing skills with the ability to succinctly tell a persuasive/compelling story.
• Speed, flexibility, adaptability, and ability to work under pressure in a fast-paced environment. Excellent time management skills
• Excellent and efficient working knowledge across Adobe Creative Suite, with advanced proficiency in 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 ability to be proactive, collaborative and build relationships outside the communications function
• Effective presentation and speaking skills

Experience/Education

• 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 similar customer-oriented functional unit or department

Work Environment

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

Competencies

Plans & Aligns

Decision Making

Communicates Effectively

Builds Networks

Action Oriented

Join American Water... We Keep Life Flowing ™

American Water is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on his or her age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, or because they are an individual with a disability, protected veteran or other status protected by federal, state, and local laws.