Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences. As Content Design Lead, Vice President in Payments, 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 JPMorganChase's user experience design efforts.
Reporting to the B2B Payments Head of Content Design, this role has two parts. For onboarding experiences, you will guide their evolution across Commercial & Investment Bank payment platforms while managing a dedicated content design team focused on merchant services. These duties will include driving standardization and personalization initiatives that enhance how the organization welcomes new clients through streamlined application flows, activation journeys, and comprehensive educational content. For the entire design organization, you will manage and establish governance frameworks and engagement models to ensure consistent, high-quality client experiences while optimizing team allocations and reporting processes.
Job Responsibilities:
- Lead and mentor a team of content designers focused on merchant services onboarding experiences
- Conduct performance management, career development planning, and talent acquisition for the team
- Foster a collaborative, inclusive team culture that encourages innovation and excellence
- Partner with design leadership on resource allocation and capacity planning across the content design organization
- Champion inclusive language for a diverse audience, ensuring seamless, positive interactions throughout the customer journey
- Design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
- Facilitate workshops for product and experience design, creating compelling content journeys
- Apply advanced technical literacy and deep understanding of content platforms and their impact on user experience
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
- 3+ years of people management experience, including hiring, coaching, and performance management
- Proven record designing application and onboarding experiences for complex products or services
- Experience establishing design systems, governance models, or operational frameworks
- 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
Preferred Qualifications, Capabilities, and Skills:
- Experience in payments, financial services, or merchant services industries
- Knowledge of B2B or enterprise client onboarding journeys
- Familiarity with AI-powered content tools and emerging technologies
- Experience creating and implementing style guides and content standards
- Understanding of regulatory and compliance considerations in financial services
- Background working in agile or product operating models