Content Design Sr Associate

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 Employee Experience, 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.

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. Apply content standards (style, voice, tone, templates) and perform QA checks before publication in Ask JPMC Portal.
• Analyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences. Monitor and summarize content performance signals (e.g., ratings, usefulness, adoption) and share highlights with stakeholders.
• Participate in regular working sessions with assigned Product Team(s) to build product understanding and gather content needs.
• Capture requirements, confirm target personas, and translate product updates into employee-first content opportunities.
• Support ideation, drafting, editing, and socialization of persona-driven self-help content (e.g., articles, how-to guidance, release updates).
• Assist in identifying knowledge gaps and “shift-left” opportunities using employee feedback and available service/ticket themes.
• Support lightweight research activities  and journey mapping aligned to product roadmaps.
• Consolidate employee pain points and escalate recurring themes and risks to senior team members.

• Coordinate revisions with authors and flag items requiring formal approval to designated approvers.

  
  

Required qualifications, capabilities, and skills

• Bachelor’s degree or equivalent practical experience.
• 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.
• Demonstrated ability to write and edit clear, structured content for self-service audiences.
• Strong organizational skills with the ability to manage multiple tasks, timelines, and stakeholders.
• Ability to interpret basic performance indicators (e.g., views, helpfulness, ratings) and summarize insights.
• Strong collaboration skills and comfort working with cross-functional teams (e.g., product, support, operations).

Preferred qualifications, capabilities, and skills

• Experience supporting self-help/knowledge base content (e.g., internal help hubs, employee portals, Ask JPMC or similar platforms).
• Familiarity with content standards, governance, QA workflows, and accessibility/readability best practices.
• Exposure to user research methods (interviews, surveys, journey mapping) and synthesizing qualitative feedback.
• Experience contributing to content calendars and channel-based communications plans.
• Comfort with presentations and stakeholder-facing updates.

Competencies / Success Factors

• Employee-first mindset; strong attention to clarity and usability.
• Analytical curiosity and willingness to learn tools/metrics and apply insights.
• Reliable execution, follow-through, and continuous improvement orientation.