Content Designer - Rewards and Benefits, Vice President

JOB DESCRIPTION

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

As a Vice President of Content Design on the Loyalty (Rewards and Benefits) Team, 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.

Job responsibilities

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensuring 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, ensuring seamless, positive interactions throughout the customer journey.
• Deliver content components (UI language, product education, etc.) and lead the content governance and approvals process.
• Present work, articulating the strategy and impact of content decisions to senior leadership.
• Align many stakeholder groups on cohesive and consistent content across the experience.
• Manage the legal, compliance, and risk process for our content and experiences.

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.
• Expertise in collaborating within design teams (including UX Designers, UX Researchers, and other Content Designers) and cross-functionally with Product Managers and Software Engineers.
• Can direct self and others in both planning and structuring the work, managing multiple priorities and executing on expected levels of quality.
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders, and stakeholders.

Preferred qualifications, capabilities, and skills

• Ability to advocate for accessibility and inclusive design practices.
• Experience leading 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.
• Experience in collaborating across and aligning many different stakeholder groups.
• Deep experience in documenting content, enforcing content governance, and process improvement.

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 everything we do.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.

Equal Opportunity Employer/Disability/Veterans

ABOUT THE TEAM

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share, and control their financial data so they can make smart decisions with their money.