Content Design Vice President - Customer Identity

Vice President Content Design

Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences.

As a Vice President of Content Design in Customer Identity and Authentication (CI&A) at Chase, you will develop and execute content plans for inclusive, usable product experiences and play a pivotal role in shaping customer experiences through content. Lead strategically important initiatives, drive innovative solutions to complex problems, and collaborate with cross-functional teams. Leverage your expertise in content design and content architecture and provide guidance and direction in the narrative structure of products and services. Create engaging, user-friendly content that effectively communicates complex concepts to a diverse audience. Champion inclusive design and customer experience and contribute,  to the success of JPMorgan Chase's user experience design efforts.

Success in this role begins with a strong strategic approach, understanding the customer and business needs, peer-collaboration, thoughtful planning and coordination across product development teams- ultimately taming complexity for our users. You will participate in the full range of US design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and to delivery of final designs. 

Job responsibilities

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensure alignment with business requirements and user experience goals
• Facilitate end-to-end discovery workshops with designers to gain a better understanding of the underlying narrative and optimal content architecture required to make the product intuitive and highly usable
• Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through the experience and simplify complex technical concepts
• Collaborate with cross-product teams to develop consistent voice and narrative structures across products and services
• Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey
• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences
• Partner with designers to create user experience (UX) artifacts for web, mobile and omni-channel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
• Plan, write and shape digital content (User interface (UI), product education, naming conventions, navigation, etc.
• Share work across the organization through design reviews, product reviews and more 

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in content design, editing, writing, strategy, process, and architecture, focusing on digital products and platforms
• Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
• Expertise in written and verbal storytelling, crafting clear, engaging content that effectively clarifies complex concepts for diverse audiences, adhering to industry standards and best practices
• Extensive experience facilitating workshops for product and experience design, creating compelling content journeys
• Advanced technical literacy and deep understanding of content platforms and their impact on user experience
• Record of success creating content for complex end-to-end experiences in alignment with customer needs and business goals
• Demonstrated ability to successfully manage multiple priorities, follow schedules and meet deadlines
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder

Preferred qualifications, capabilities, and skills

• Familiarity with best practices, key contributors, and industry trends in user identity protection and authentication excellence
• Experience with user experience (UX) Writing is a plus
• Excellent written and verbal communication skills
• Thorough knowledge of English language, grammar, spelling, punctuation and usage

 

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achiev