Content Strategy and Employee Experience Lead - Vice President

Testing Site - JPMC; Jersey City (NJ); On-site; USD 180,000 - 240,000; Full time

Job summary

Testing Site - JPMC is seeking a Content Strategy and Employee Experience Lead‑Vice President to own programs spanning virtual agents, Compliance Portal, knowledge articles, and intranet content. You will collaborate with senior stakeholders to drive behavior-changing communications across CCOR channels.

You will shape roadmaps, establish editorial standards, and lead UX writing for policies, microlearning, and in-workflow prompts, applying behavioral design principles and analytics to improve

Qualifications

• Minimum of 6 years of experience in content strategy, communications, UX writing, service design, or product management in complex environments.
• AI mindset: use firm-approved generative AI tools to draft, test, and analyze content with sound judgment on data handling and guardrails.
• Experience shaping cross-functional roadmaps and communications standards; strong backlog management and agile delivery skills.
• Ability to convert complex policy into concise, actionable guidance; excellent executive communication in plain English.
• Practical behavioral design skills with a test-and-learn mindset (A/B testing, controlled pilots).
• Metrics fluency to define success measures, build dashboards, and make data-informed decisions.

Responsibilities

• Develop a risk-based reinforcement and communications plan aligned to the CCOR education calendar with clear success metrics.
• Shape outcomes, roadmaps, and backlogs with Employee Experience, Technology, Corporate Communications, HR Content, and program SMEs.
• Establish editorial standards, channel eligibility rules, and approval paths; build behavioral science capability via playbooks, templates, design reviews, and coaching.
• Lead UX writing and information architecture for policies, help content, microlearning, and in-workflow prompts; apply practical behavioral science to framing, timing, choice order, and defaults.
• Orchestrate channel mix and timing across training, bulletins, banners, Teams, virtual agent, and portal to minimize broad blasts and maximize targeted prompts with one clear action.
• Govern execution: coordinate list builds, scheduling, localization, and accessibility; maintain approval metadata and audit trails; design exception and escalation paths, including inquiry forms and routing logic.
• Build executive-ready dashboards for adoption, helpfulness, search success, time to action, completion, and repeat-incident reduction; publish quarterly impact reviews.

Skills

Content strategy

UX writing

Service design

Product management

Executive communication

Backlog management

Agile delivery

Behavioral design

Metrics fluency

AI tooling

Microsoft Teams

SharePoint

Tools

ServiceNow

AEM

SharePoint

Microsoft Teams

Job description

Help more than 300,000 colleagues do the right thing the first time by turning complex policy into understandable and user friendly language using in‑workflow guidance that drives measurable behavior change across approved channels. Join the Compliance Engagement and Behavioral Insights Team (CEBIT) to design useful, auditable prompts and experiences in partnership with Employee Experience, Technology, Corporate Communications, and Human Resources Content.

As a Content Strategy and Employee Experience Lead‑Vice President, you will own a portfolio spanning virtual agent, Compliance Portal, Inquiry Management, knowledge articles, and intranet/mobile, plus CCOR communications including emails, online training and microlearning, infographics, senior leader briefings, Company Home articles, Teams posts, banners, and digital billboards. This is a unique opportunity to display your content skills and work with senior stakeholders.

Job responsibilities

• Develop a risk‑based reinforcement and communications plan aligned to the CCOR education calendar with clear success metrics.
• Shape outcomes, roadmaps, and backlogs with Employee Experience, Technology, Corporate Communications, HR Content, and program SMEs.
• Establish editorial standards, channel eligibility rules, and approval paths; build behavioral science capability via playbooks, templates, design reviews, and coaching.
• Lead UX writing and information architecture for policies, help content, microlearning, and in workflow prompts; apply practical behavioral science (COM‑B, EAST) to framing, timing, choice order, and defaults.
• Orchestrate channel mix and timing across training, bulletins, banners, Teams, virtual agent, and portal to minimize broad blasts and maximize targeted prompts with one clear action.
• Govern execution: coordinate list builds, scheduling, localization, and accessibility; maintain approval metadata and audit trails; design exception and escalation paths, including inquiry forms and routing logic.
• Build executive‑ready dashboards for adoption, helpfulness, search success, time to action, completion, and repeat‑incident reduction; run feedback loops and monthly quality sprints; publish quarterly impact reviews with equity and side‑effect checks.

Required qualifications, capabilities, and skills

• Minimum of 6 years of experience in content strategy, communications, UX writing, service design, or product management in complex environments.
• AI mindset: use firm‑approved generative AI tools (for example, LLM Suite) to draft, test, and analyze content with sound judgment on data handling and guardrails.
• Experience shaping cross‑functional roadmaps and communications standards; strong backlog management and agile delivery skills.
• Ability to convert complex policy into concise, actionable guidance; excellent executive communication in plain English.
• Practical behavioral design skills with a test‑and‑learn mindset (A/B testing, controlled pilots).
• Metrics fluency to define success measures, build dashboards, and make data‑informed decisions.
• Proficiency with ServiceNow, AEM, SharePoint, and Microsoft Teams.

Preferred qualifications, capabilities, and skills

• Employee Compliance subject‑matter expertise or experience working with CCOR programs.
• Experience with virtual agents or chat UX, portal search optimization, or inquiry workflows.
• Familiarity with risk and control environments in large enterprises.
• Ability to operate independently and lead cross‑functional initiatives; sound judgment in ambiguous situations.