Content Design, Vice President

JPMorgan Chase & Co.; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. in New York seeks a Content Design Vice President to lead strategic content design and architecture for inclusive, usable product experiences.

You will develop and execute content plans that communicate complex concepts clearly to diverse audiences, shaping customer journeys across digital channels. You will guide cross-functional teams, run discovery sessions, and champion inclusive language, while leveraging AI to streamline workflows and improve help and support content

Qualifications

• 5+ years of experience in content design, editing, and strategy for digital products.
• Ability to design effective content architecture for intuitive navigation.
• Strong storytelling skills to clarify complex concepts for diverse audiences.
• Experience facilitating workshops with designers and product teams.
• Advanced understanding of content platforms and user experience impact.

Responsibilities

• Develop and implement content design strategies for multiple components of a product or series of small products.
• Facilitate end-to-end discovery workshops with designers to understand narrative and content architecture.
• Use content models and taxonomies to guide customers through experiences and simplify technical concepts.
• Collaborate with cross-product teams to ensure consistent voice and narrative structures.
• Champion inclusive language for a diverse audience across the customer journey.

Skills

Content strategy

Content architecture

Storytelling

Workshop facilitation

Digital product UX

Job description

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

As a Content Design Vice President in Digital Channels, 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.

You’ll lead an area called Manage and Service that includes account management, key servicing journeys and security. You’re building intuitive, scalable self-service solutions via coordinated entry points that will reduce call volume.

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

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

Preferred qualifications, capabilities, and skills

• Experienced in information architecture and running content experiments
• Ability to clearly articulate content design decisions
• Proven track record of aligning across-LOB teams and stakeholders
• Experience leveraging AI to drive efficiency and streamline workflows
• Experience in designing and optimizing Help & Support content and experiences