Content Design, Vice President

JPMorgan Chase & Co.; New York (NY); On-site; USD 170,000 - 260,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Content Design Vice President to strategize and execute inclusive content for Digital Channels. You will shape customer experiences by guiding narratives, content architecture, and usability across products and services.

You will lead initiatives to reduce friction, collaborate with cross-functional teams, and mentor teams to deliver clear, accessible content that communicates complex concepts effectively to a diverse audience.

Qualifications

• 5+ years of experience in content design, editing or writing for digital products.
• Ability to design content architecture for enhanced UX and easy navigation.
• Strong storytelling to clarify complex concepts for diverse audiences.
• Extensive experience facilitating workshops for design and product teams.
• Advanced understanding of content platforms and their UX impact.

Responsibilities

• Develop and implement content design strategies aligned with business goals and UX.
• Facilitate end-to-end discovery workshops with designers to optimize content architecture.
• Use content models and taxonomies to guide user journeys and simplify complex concepts.
• Collaborate with cross-product teams to ensure a consistent voice across products.
• Champion inclusive language throughout the customer journey.

Skills

Content strategy

Content architecture

Storytelling

Workshop facilitation

Cross-functional collaboration

Inclusive language

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