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Vice President Content Design

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

As a Vice President of Content Design in Customer Identity and Authentication (CI&A) at Chase, 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.

Success in this role begins with a strong strategic approach, understanding the customer and business needs, peer-collaboration, thoughtful planning and coordination across product development teams- ultimately taming complexity for our users. You will participate in the full range of US design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and to delivery of final designs.

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

• Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey

• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences

• Partner with designers to create user experience (UX) artifacts for web, mobile and omni-channel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)

• Plan, write and shape digital content (User interface (UI), product education, naming conventions, navigation, etc.

• Share work across the organization through design reviews, product reviews and more

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

• Record of success creating content for complex end-to-end experiences in alignment with customer needs and business goals

• Demonstrated ability to successfully manage multiple priorities, follow schedules and meet deadlines

• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder

Preferred qualifications, capabilities, and skills

• Familiarity with best practices, key contributors, and industry trends in user identity protection and authentication excellence

• Experience with user experience (UX) Writing is a plus

• Excellent written and verbal communication skills

• Thorough knowledge of English language, grammar, spelling, punctuation and usage

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 also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans