Content Design Senior Associate - Operations Design

Job Description
Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.
As a Content Design Senior Associate in Operations Design, you will play an important role in shaping customer experiences through content, and building customer confidence across our products and services. Using your expertise in content design principles, you will plan, create, and structure product content within a user experience design framework. While collaborating with cross-functional teams to ensure narrative consistency, your influence will extend to product design, architecture, and functionality. Your success will be understanding the customer and business needs, strong collaboration with peers, thoughtful planning and coordination across product development teams, taming complexity for our users, and participating in the full range of 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 strategies for products and features, ensuring align with user experience principles and business objectives
• Collaborate with cross-functional teams to create engaging, user-friendly content that is cohesive and intuitive for a diverse audience
• Create content taxonomies to refine content organization and structure, incorporating user feedback and insights for continuous improvement
• Adopt brand voice to produce clear, concise, and engaging content that communicates complex concepts effectively to diverse audiences
• Analyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences
• Building impactful content and messaging strategies to support Operations
• Direct content efforts across multiple parallel workstreams, establishing a vision for where the work is headed, and establishing a shared understanding and clear measurement of quality in partnership with Design Leads
• Connect the work of the team to the specific business needs, the competitive landscape and navigating JPMC to situate teams for success
• Maintain and update content standards for a Product Line
• Oversee the development of content solutions that follow best practices and fulfill project requirements (business goals, customer goals, controls, deadlines, and quality)

Required qualifications, capabilities, and skills

• 3+ years of experience in content design, or equivalent expertise in editing, and writing - with a focus on digital products and platforms
• Experience in creating content architectures, storytelling, and clear and concise writing
• Demonstrated experience in applying accessibility guidelines and inclusive design to create user-friendly content
• Experience with iterative design techniques, incorporating user feedback and insights for continuous improvement
• Proficient technical literacy in content platforms and understanding their impact on user experience
• Adaptive learner in new financial services products and offerings
• Bachelors Degree in relevant discipline (e.g., Journalism, Interaction Design, HCI, English, Rhetoric, Behavioral Psychology), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Advanced skills in UX Writing and Information Architecture; intermediate to advanced ability in adjacent skills such as User Research, Interaction Design and Visual/UI Design
• Thorough knowledge of English language, grammar, spelling, punctuation and usage
• Extensive experience working with brand and copy standards, including style, voice and tone
• Mastery of the organizational navigation required for content compliance, including legal and accessibility reviews

Preferred qualifications, capabilities, and skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Orderly and organized, keeping themselves and their teams on task and on time
• Comfortable with structuring and planning design work in cross-functional contexts
• Prior work shows how they used an understanding of business value and product strategy to lead to successful design outcomes

About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.