Content Design, Vice President-Small Business Design & Customer Experience

Job description

Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences. As a Vice President of Content Design in Small Business and Merchant Services, 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. We’re looking for a Lead Content Designer for our growing Small Business Design & Customer Experience (DCE) team.

This individual will partner with product, design, research and technology to build human-centered experiences that educate and inspire our small business customers and empower them to make strong financial decisions. As a member of our Digital Customer Experience team, you’ll initiate strategy and execution 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 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 Actively contribute as a member of a broader DCE Content Community of Practice (CoP) 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
• 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 Experience with AI‑enabled or data‑driven experiences (assistive workflows, recommendations, knowledge retrieval, or conversational support) in an enterprise environment.

Preferred qualifications, capabilities, and skills 7+ years’ experience or equivalent expertise in content design, writing, strategy, process, and architecture, across digital channels and platforms (web, mobile, email, social media, etc.) Experience designing content for Financial Services, Small Business, and/or Merchant Services scenarios (e.g., onboarding, payments, inventory management, etc.). Experience leveraging AI-enabled tools to drive efficiencies for content design