Job Description About the job
At Chase, we're committed to making a real difference for our communities and doing what's right for our customers. We're proud to serve nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing.
We're looking for a strategic senior-level content designer to help support these efforts. As a member of our Design & Customer Experience team, you'll drive strategy and execution across each step of product creation, from ideation to launch (and beyond). You'll partner with product, design, research and tech to build human-centered experiences that empower our customers to make strong financial decisions and allow them to make the most of their money.
About You

• You're passionate about creating innovative, holistic customer experiences
• You know how to create engaging digital content
• You understand design thinking and UX best practices and are a true advocate for the customer
• You're a problem solver with a knack for simplifying the complex
• You're excited by new challenges and energized by working in a collaborative, team-based environment
• You're a relationship builder and influencer who knows how to bring alignment across teams
• You ask relevant questions and are not afraid to challenge the status quo

Responsibilities

• Manage day-to-day project deliverables, ensure timelines are being met and that content serves customer needs and meets business goals
• Collaborate with partners in product, technology, design & research to create simple, yet elegant solutions that solve complex user problems
• Leverage user insights and data to develop end-to-end content strategy, ensuring the voice of the customer is represented in digital experiences
• Plan, write and shape content (interface language, product education, naming conventions, navigation, etc.) for web and mobile experiences
• Partner with designers to create UX artifacts for web, mobile and omnichannel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
• Partner with stakeholders to develop and define customer and business success metrics
• Identify opportunities for research activities (user interviews, surveys, usability studies, etc.) and leverage findings to optimize product design and development
• Facilitate workshops with the design team and cross-functional partners
• Share work across the organization, through design reviews, product reviews and more
• Mentor, coach and/or manage junior members of the content team

Qualifications

• Minimum of 7 years' experience writing for multiple channels and platforms (i.e. web, mobile, email)
• Record of success creating content across complex end-to-end experiences in alignment with customer needs and business goals
• Ability to distill complex information into easy-to-understand terms
• Proactive, solutions-oriented mindset with strong attention to detail
• Demonstrated ability to successfully manage multiple priorities, including the ability to follow schedules and meet deadlines
• Significant front- (editorial quality, content relevance and customer experience) and back-end (content structure, scalability and technology) content strategy experience
• Experience with upskilling and mentoring teams; help task-focused practitioners level up to strategic content partners
• Excellent written and verbal communication skills and experience sharing rationale for approach/decisions to partners and stakeholders
• Thorough knowledge of the English language, grammar, spelling, punctuation and usage
• Experience working with brand standards
• Bachelor's degree (or higher)

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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
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.