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

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.


* Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through the experience and simplify complex technical concepts


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


* Actively contri...