Content Design Strategy Lead, Vice President

4 weeks ago

New York, United States JPMorgan Chase & Co Full time

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

As a Vice President of Content Design in the Digital Customer Experience (DCE) Design organization, 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 will have the opportunity to conceive, influence, and implement a strategic approach to content for our Rewards and Benefits experiences. You will partner with various teams to build human-centered experiences that educate and inspire our small business customers, empowering them to make strong financial decisions. Your role will involve strategy initiation and execution, setting an example for the team across each step of product creation, from ideation to launch and beyond.

**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
- Present work, articulate strategy and impact of content decisions to senior leadership
- Use and actively contribute to content systems (standards, voice and tone, messaging, and accessibility libraries)
- Identify and incorporate different kinds of data (research findings, analytics) into content strategy
- Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey
- Deliver content components (UI language, product education, etc.) and lead content governance and approvals process

**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
- Bachelor’s Degree or certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
- Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
- Prior work involves collaboration within design teams (with Product Designers, UX Researchers, and other Content Designers) and cross-functionally with Product Managers and Software Engineers
- Advanced skills in UX Writing and Information Architecture; Intermediate ability in adjacent skills such as Service Design, User Research, Interaction Design, and Visual/UI Design
- Thorough knowledge of English language, grammar, spelling, punctuation, and usage
- 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**
- Advocate for Accessibility Guidelines and Inclusive Design practices
- Has led content work on successful digital products, demonstrating user
- and human-centered design approaches
- Prior work shows how you used an understanding of business value and product strategy to lead to successful design outcomes
- Familiarity with the organizational navigation required for content compliance, including legal and accessibility reviews

**ABOUT US**
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 everythin

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