VP, Content Architecture & Customer Experience

JPMorganChase; New York (NY); On-site; USD 180,000 - 280,000; Full time

Job summary

JPMorgan Chase is seeking a Lead Content Designer within the Small Business Design & Customer Experience team in New York. The role drives strategy and execution for inclusive, usable product experiences and collaborates with product, design, research and technology to empower small business customers to make confident financial decisions.

You will shape content architecture, lead workshops, and create user-friendly content across web, mobile and omni-channel experiences, ensuring consistency in

Qualifications

• 5+ years in content design, editing, writing, strategy, process, and architecture for digital products and platforms.
• Design effective content architecture to improve user experience and navigation.
• Expertise in written and verbal storytelling to clarify complex concepts for diverse audiences.
• Extensive experience facilitating workshops for product and experience design.
• Advanced technical literacy and understanding of content platforms and their impact on UX.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Strong presentation skills and ability to share strategic rationale with partners and leadership.
• Experience with AI-enabled or data-driven experiences in an enterprise environment.

Responsibilities

• Develop and implement content design strategies aligned with business requirements and UX goals.
• Facilitate end-to-end discovery workshops with designers to define the content narrative and architecture.
• Use content models and taxonomies to structure digital content and guide users through experiences.
• Collaborate with cross-product teams to ensure consistent voice across products and services.
• Champion inclusive language for a diverse audience across the customer journey.
• Leverage user insights to develop end-to-end content strategy for customer-centric experiences.
• Partner with designers to create UX artifacts (journey maps, user flows, wireframes, prototypes).
• Plan, write and shape UI content including navigation and product education.
• Share work across the organization via design and product reviews.
• Contribute to a broader Content Community of Practice.

Skills

Content design

Storytelling

Workshop facilitation

Content architecture

Cross-functional collaboration

AI-enabled experiences

Job description

JPMorgan Chase is seeking a Lead Content Designer within the Small Business Design & Customer Experience team in New York. The role drives strategy and execution for inclusive, usable product experiences and collaborates with product, design, research and technology to empower small business customers to make confident financial decisions.

You will shape content architecture, lead workshops, and create user-friendly content across web, mobile and omni-channel experiences, ensuring consistency in