Content Design Executive Director

Job Description
As the Executive Director of Payments Experience Content Design in the Commercial and Investment Bank (CIB), you'll lead and coach a talented team of content strategists and UX, marketing, technical and instructional writers dedicated to enhancing the content of next-generation B2B digital payments products. You'll help elevate user engagement across the payments landscape by implementing a comprehensive content strategy-and overseeing its implementation.
In addition, you'll own important initiatives, drive innovative solutions to complex problems and collaborate with cross-functional teams. By leveraging your expertise in content design and information architecture, you'll lead the narrative and structure of CIB Payments product and service stories.
In this role, your goal is to drive the team in the creation of engaging, user-friendly content that effectively communicates complex concepts to diverse personas. As a champion of inclusive design and customer experience, you'll contribute to the continuing success of J.P. Morgan as a global leader in B2B payments.
Job responsibilities
This position, which is within the Payments division of CIB, will support products that span commercial banking, merchant services and other client segments. In doing so, you'll:

• Develop and implement a comprehensive cross-product content experience strategy in an effort to break down silos.
• Lead the content team to deliver on that strategy and exceed product owners' expectations.
• Standardize the engagement model across the suite of products.
• Apply measurement and analytics to improve content experience.
• Collaborate with product designers, user researchers, developers and product stakeholders to ensure alignment with business requirements and user experience goals.
• Manage a team that produces content strategy, UX microcopy, marketing copy, product instructions, virtual assistant conversations, video scripts, technical documentation and more.
• Facilitate consensus on the underlying narrative and optimal content architecture required to make Payments products intuitive and highly usable.
• Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through their journey and simplify complex technical concepts.
• Collaborate with cross-product teams to maintain consistent voice, tone and narrative structures.
• Champion inclusive language for a diverse audience, and ensure seamless, positive interactions throughout the customer journey.

Required qualifications, capabilities and skills

• 10+ years of experience or equivalent expertise in managing content teams focusing on digital products and platforms.
• 5+ years of experience with digital payments products.
• Ability to drive effective information architecture that organizes and structures text for enhanced user experience and easy navigation within products and websites.
• Expertise in written and verbal storytelling, crafting clear, engaging content that effectively clarifies complex concepts for diverse audiences and adheres to industry standards and best practices.
• Extensive experience facilitating workshops for product and experience design stakeholders about creating compelling content journeys.
• Confidence in delivering engaging presentations for senior leaders.
• Advanced technical literacy and deep understanding of content platforms and their impact on user experience.
• Ability to work in a dynamic environment and adapt to shifting directives.
• Tireless advocacy for user needs and a passion for quality content and standards.

Preferred qualifications, capabilities and skills

• Content management systems and other content platforms
• Financial terminology
• Design thinking methodology
• Americans with Disabilities Act (ADA) standards for accessible design
• Collaborative UX tools such as Figma

About Us
JPMorganChase, 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 processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.