jpmorgan-chase-%26-co. - New York, NY, United States | 2024-08-16 23:11:23

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

As a Content Design Vice President in the Credit Card Customer Experience Team, 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.

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
• Advocate for the user`s perspective when collaborating with the Agile Design Quad including Product Managers, other Designers and Engineers to plan roadmaps, gather requirements, and structure the work
• Identify, raise and evangelize new user-led strategies and opportunities with design leaders and within the Quad that have direct business impact and rationale.
• Create high quality content design deliverables and artifacts including but not limited to strategy presentations, customer journeys, future state/art of the possible experiences; Figma boards, prototypes, etc. Educate, socialize and evangelize blueprints across teams
• Participate in customer research, content testing and data insights to refine the content strategy iteratively; and showcase the positive outcomes of content enhancements through data-driven reports to stakeholders
• Navigate the organization for content compliance, including legal and accessibility reviews

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 building content strategies for complex end-to-end experiences in alignment with customer needs and business goals
• Extensive experience working with brand and copy standards, including style, voice and tone
• Experience using and leading Design Thinking and Human-centered design methods with cross functional teams
• Can direct self and others in both planning and structuring the work and executing on expected levels of quality

Preferred qualifications, capabilities, and skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Experience working in agile design environments
• Comfortable with structuring and planning design work for cross-functional teams
• Able to show how their understanding of technical constraints and opportunities informed design solutions

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