Content Designer, Vice President - Tools

Elevate employee experience and the ability to self-service through strategic content design, fostering inclusive and intuitive digital experiences.

As a Content Designer Vice President in Employee Experience, you will be accountable for building and executing content strategy and content design in service of priority employee products, such as Onboarding. Your responsibilities will include journey optimization and self-service content creation and management for internally-facing web portals, chat interfaces and mobile apps. You will have proven experience in developing and executing user-centric digital content strategies and scaled content creation in complex product spaces, and have demonstrated a strong track record of leveraging content governance models and standards to create engaging and impactful content at scale, as well as using data, discipline expertise, and relationship building/partnerships to prioritize and activate content to solve user issues and drive business goals.

You will operate effectively, inclusively, and collaboratively, as proactively building strong partnerships is critical to gaining local product understanding and making exponential improvements to our content quality and effectiveness. You will be part of a product-aligned but centrally managed Content Strategy team, with shared responsibilities to product and broader discipline; owning employee journeys and self-service content, while contributing to the content community and centralized set of standards.

• Operate as the lead content strategist, working alongside product owners, designer, engineering, research, and legal/compliance leads, to improve the holistic product experience and support employees with manual, automated, and personalized self-service through web, mobile, and virtual assistant channels.
• Oversee, execute and deliver user-centered content solutions that follow firm wide governance and best practices, and fulfill project requirements (business goals, user goals, controls, deadlines and quality).
• Contribute to evolving firm wide content standards, terminologies, content patterns and operations.
• Partner with cross-functional product teams to ensure holistic and strategic journey optimization; create intuitive experiences and messaging, improve processes and workflows, ensuring legal and security compliance, executing on accessibility needs, etc.
• Use both quantitative and qualitative insights from a variety of sources (search, site analytics, employee feedback, etc.) to inform priorities, manage content backlogs, identify gaps and opportunities, report on content performance, and inform product managers and decision makers across a highly matrixed environment.

• 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.
• Advanced technical literacy and deep understanding of content platforms and their impact on user experience.
• Experience analyzing documentation and developing a strategic approach to create or revise webpages/experience.

• Skilled at communicating your thinking and design decisions - you're able to bring people along on the journey with you.
• Portfolio demonstrating content design experience.

JPMorgan

Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction…