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