JPMorgan Content Design Analyst - Payments 

United Kingdom, England 

304221141

As a Content Design Analyst in Small Business Chase Payment Solutions, you will play a role in shaping customer experiences by planning, creating, structuring and optimizing product support content.

Job responsibilities

• Contribute to the development of support content architecture designs using your baseline knowledge of content design principles
• Assist in reviewing and refining content organization and structure to ensure easy navigation and accessibility
• Support the integration of accessibility guidelines and inclusive design practices into the broader content structure to accommodate a diverse user base
• Participate in the collection and analysis of user feedback and data to identify areas for improvement and iterate on content solutions
• Collaborate with the user experience design team to create and structure engaging, user-friendly content for SMB Payments products and services
• Support new content requests for product, feature, or self-service tool launches and changes
• Submit web content production requests to Chase for Business team and manage timelines against key dates where applicable
• Develop new content in support of product, feature, or services for the website in English and Canadian French where relevant
• Redesign of US and Canada customer facing support pages
• Performance reporting to leadership and other stakeholders
• Work with cross functional teams to develop customer communications, sales guides, operations procedures, banker materials, and customer support content

Required qualifications, capabilities, and skills

• Fluent in English and Canadian French
• Knowledge or equivalent expertise in content design principles, including content architecture, storytelling, concise copywriting—plus proficient written and verbal communication skills
• Demonstrated experience in creating and structuring user-friendly content for digital products and platforms, adhering to accessibility guidelines and assistive technology standards
• Familiarity with inclusive design methodologies and the ability to incorporate diverse perspectives and abilities into content creation
• Exposure to market and product knowledge, with an understanding of current industry practices and regulations applicable to the role
• Developing technical literacy, with an understanding of content platforms and the impact of technology on user experience
• Ability to quickly learn new financial services products and other offerings
• Ability to capture and document the end-to-end customer experience
• Proven research skills and copywriting experience
• Excellent writing, editing, and proofreading skills with a diligent eye for detail, language, flow, and grammar in English and French

Preferred qualifications, capabilities, and skills

• Experience creating and maintaining customer facing content
• BSc/BA in Marketing, Communications, English, Journalism or related field
• Knowledge and understanding of the Payments industry
• Proven understanding of accessible user interface design practices and principles
• Time-management and organizational skills - comfortable working with tight deadlines