Content Design Senior Associate

Job Description
As a Content Design Senior Associate in Banking Payments, 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.
As a member of our Banking Payments team, you'll develop and refine features for our online banking and mobile apps that are used by millions of Chase customers every day. You'll partner with product, design, research and technology to build human-centered experiences that educate and inspire our consumer banking customers.
Job responsibilities

• Develop and implement content strategies for products and features, ensuring alignment 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
• Develop content, help shape design strategy and advocate for the customer in partnership with Experience Design, Research, Product Management and Engineers
• Participate in customer research to understand customer needs and behaviors, validate customer problems, and refine customer-centric solutions
• Fulfill project requirements, including business goals, customer goals, controls, deadlines and quality
• Guide content through content governance and approvals process, and prepare content components for consumption by dev and localization teams
• Present work, articulating the strategy and impact of content decisions to design leadership
• Use and actively contribute to content systems (standards, voice and tone, messaging, and accessibility libraries)

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
• Skills and experience collaborating within design teams (Product Designers, UX Researchers and other Content Designers)
• Thorough knowledge of English language, grammar, spelling, punctuation and usage
• Can self-direct in planning and structuring the work, managing multiple priorities and executing on expected levels of quality
• Portfolio or work samples that demonstrate your skills as a content designer
• Excellent verbal and written communication skills

Preferred qualifications, capabilities, and skills

• Strong portfolio or work samples showing successfully implemented projects that focus on creating unified, human-centered experiences
• Experience working cross-functionally with Product Managers and Software Engineers
• Comfortable and confident when presenting work to cross-functional directors
• Experience designing for finance or banking customers; familiarity with financial terminology
• Familiarity with collaborative UX tools such as Figma

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, discretionary incentive compensation which may be 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.