Content Design Vice President

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

As a Content Design Vice President in the Credit Card Customer Experience Team, 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.

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
• Advocate for the user's perspective when collaborating with the Agile Design Quad including Product Managers, other Designers and Engineers to plan roadmaps, gather requirements, and structure the work
• Identify, raise and evangelize new user-led strategies and opportunities with design leaders and within the Quad that have direct business impact and rationale.
• Create high quality content design deliverables and artifacts including but not limited to strategy presentations, customer journeys, future state/art of the possible experiences; Figma boards, prototypes, etc. Educate, socialize and evangelize blueprints across teams
• Participate in customer research, content testing and data insights to refine the content strategy iteratively; and showcase the positive outcomes of content enhancements through data-driven reports to stakeholders
• Navigate the organization for content compliance, including legal and accessibility reviews

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 building content strategies for complex end-to-end experiences in alignment with customer needs and business goals
• Extensive experience working with brand and copy standards, including style, voice and tone
• Experience using and leading Design Thinking and Human-centered design methods with cross functional teams
• Can direct self and others in both planning and structuring the work and executing on expected levels of quality

Preferred qualifications, capabilities, and skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Experience working in agile design environments
• Comfortable with structuring and planning design work for cross-functional teams
• Able to show how their understanding of technical constraints and opportunities informed design solutions

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.<