Content Design, Vice President-Small Business Design & Customer Experience

Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences.

As a Vice President of Content Design in Small Business and Merchant Services, you will develop and execute content plans for inclusive, usable product experiences and play a pivotal role in shaping customer experiences through content. Lead strategically important initiatives, drive innovative solutions to complex problems, and collaborate with cross-functional teams. Leverage your expertise in content design and content architecture and provide guidance and direction in the narrative structure of products and services. Create engaging, user-friendly content that effectively communicates complex concepts to a diverse audience. Champion inclusive design and customer experience and contribute, to the success of JPMorgan Chase's user experience design efforts.

We’re looking for a Lead Content Designer for our growing Small Business Design & Customer Experience (DCE) team. This individual will partner with product, design, research and technology to build human-centered experiences that educate and inspire our small business customers and empower them to make strong financial decisions. As a member of our Digital Customer Experience team, you’ll initiate strategy and execution across each step of product creation, from ideation to launch and beyond.

Job responsibilities

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensure alignment with business requirements and user experience goals
• Facilitate end-to-end discovery workshops with designers to gain a better understanding of the underlying narrative and optimal content architecture required to make the product intuitive and highly usable
• Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through the experience and simplify complex technical concepts
• Collaborate with cross-product teams to develop consistent voice and narrative structures across products and services
• Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey
• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences
• Partner with designers to create user experience (UX) artifacts for web, mobile and omni-channel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
• Plan, write and shape digital content (User interface (UI), product education, naming conventions, navigation, etc.
• Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through the experience and simplify complex technical concepts
• Share work across the organization through design reviews, product reviews and more
• Actively contribute as a member of a broader DCE Content Community of Practice (CoP)

Required qualifications, capabilities, and skills 

• 5+ years of experience or equivalent expertise in content design, editing, writing, strategy, process, and architecture, focusing on digital products and platforms
• Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
• Expertise in written and verbal storytelling, crafting clear, engaging content that effectively clarifies complex concepts for diverse audiences, adhering to industry standards and best practices
• Extensive experience facilitating workshops for product and experience design, creating compelling content journeys
• Advanced technical literacy and deep understanding of content platforms and their impact on user experience
• Demonstrated ability to successfully manage multiple priorities, follow schedules and meet deadlines
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder
• Experience with AI‑enabled or data‑driven experiences (assistive workflows, recommendations, knowledge retrieval, or conversational support) in an enterprise environment.

Preferred qualifications, capabilities, and skills

• 7+ years’ experience or equivalent expertise in content design, writing, strategy, process, and architecture, across digital channels and platforms (web, mobile, email, social media, etc.)

• Experience designing content for Financial Services, Small Business, and/or Merchant Services scenarios (e.g., onboarding, payments, inventory management, etc.). 
• Experience leveraging AI-enabled tools to drive efficiencies for content design