Content Design, Employee Experiences

4 days ago

New York, New York, United States JPMorgan Chase Full time $80,000 - $120,000 per year

Elevate employee experience and the ability to self-service through strategic content design, fostering inclusive and intuitive digital experiences.

As a Content Designer in Employee Experience, you will be accountable for building and executing content strategy and content design in service of priority employee products, such as Benefits and Compensation. Your responsibilities will include journey optimization and self-service content creation and management for internally-facing web portals, chat interfaces and mobile apps. You will have proven experience in developing and executing user-centric digital content strategies and scaled content creation in complex product spaces, and have demonstrated a strong track record of leveraging content governance models and standards to create engaging and impactful content at scale, as well as using data, discipline expertise, and relationship building/partnerships to prioritize and activate content to solve user issues and drive business goals. You will operate effectively, inclusively, and collaboratively, as proactively building strong partnerships is critical to gaining local product understanding and making exponential improvements to our content quality and effectiveness. You will be part of a product-aligned but centrally managed Content Strategy team, with shared responsibilities to product and broader discipline; owning employee journeys and self-service content, while contributing to the content community and centralized set of standards. 

Job responsibilities

  • Operate as part of a product team, working alongside product owners, designer, engineering, research, and legal/compliance leads, to improve the holistic product experience and support employees with manual, automated, and personalized self-service through web, mobile, and virtual assistant channels.
  • Oversee, execute and deliver user-centered content solutions that follow firm wide governance and best practices, and fulfill project requirements (business goals, user goals, controls, deadlines and quality).
  • Contribute to evolving firm wide content standards, terminologies, content patterns and operations
  • Partner with cross-functional product teams to ensure holistic and strategic journey optimization; create intuitive experiences and messaging, improve processes and workflows, ensuring legal and security compliance, executing on accessibility needs, etc.
  • Use both quantitative and qualitative insights from a variety of sources (search, site analytics, employee feedback, etc.) to inform priorities, manage content backlogs, identify gaps and opportunities, report on content performance, and inform product managers and decision makers across a highly matrixed environment

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
  • Advanced technical literacy and deep understanding of content platforms and their impact on user experience

Preferred qualifications, capabilities, and skills

  • Experience in Benefits or Healthcare strongly preferred

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