JPMorgan Product Content Design Senior Associate 

United States, Texas, Plano 

22260165

As a Product and Content Design Senior Associate in Chase Payment Solutions, 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 in our product support content.

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
• Lead a team of analysts that will support new content requests for product, feature, or self-service tool launches and changes
• Create framework, establish reporting, optimize content in the market and develop and maintain repository of changes while collaborating with website managers to optimize content design on Chase Payment Solutions website
• Develop and maintain Sales content in partnership with Sales and Commercialization leads
• Establish and maintain relationship with Analytics, Operations, Marketing, Customer Experience teams to review call trends and support needs to design and optimize support content
• Develop new content in support of product, feature, or services for the website and customer-facing support pages for US and Canada (English required, Canadian French plus)
• Gain a deep understanding of product knowledge to become an expert on how things work to consult on the end-to-end servicing experience

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
• Experience managing a team of writers and managing requirements for multiple stakeholders
• Ability to capture and document the end-to-end customer experience
• Building and socializing performance metrics to leadership and other stakeholders
• Experience creating and maintaining a content repository
• Experience with attention to detail and time management with long-term and urgent requests

Preferred qualifications, capabilities, and skills

• Experience with SharePoint, Figma, Photoshop, Adobe Analytics and Adobe Experience Manager
• Knowledge in user interface design practices, SEO page optimization, and project management
• Bachelors or equivalent in Marketing, Communications, English, or Journalism
• Knowledge and understanding of the Payments industry