Job Description At Chase, 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. Our company is built around making a real difference for our communities, doing what's right for our customers, providing our employees with the opportunity to define unique career paths and sharing ideas that will help propel us into the future.
The Design and Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase's Consumer and Community Bank. We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical and emotional wellbeing of our customers.
Chase is looking for an experienced, broad-minded Senior Lead Content Designer to provide creative and strategic content leadership within Consumer Bank Operations and Servicing. Sr Lead Content Designers focus on developing, designing, and setting standards for content as part of multi-disciplinary teams, including experience researchers and product designers. They are expected to be strong partners with Product Managers and Engineers, involved in prioritization, planning and decisions along the way to execution.
Success in this role comes from understanding the customer and business needs, strong collaboration with peers, thoughtful planning and coordination across product development teams, taming complexity for our users, and participating in the full range of design practice, from up-front research, insights and strategy, through to ideation, prototyping, testing, and to delivery of final designs. They don't need to be an expert at every step, but through their leadership and review, the design teams execute at a high-level of quality.
What You'll Do
• Focus on leading content design for a product
• Oversee, as well as execute and deliver, content solutions that follow best practices and fulfill project requirements (business goals, customer goals, controls, deadlines)
• Communicate expectations within the content design team for standards of quality through creative direction and critique
• Actively seek out and monitor different kinds of data (user research, usage analytics) to inform end-to-end content strategy
• Inform the creation of new product and business strategy at the intersection of user needs and business goals
• Direct the structural design of product experience (navigation, labeling, flow), and the development of metadata to support search and browse, and to tie into navigation beyond the product
• Go-to expert on navigating the organization for content compliance
• Use and actively contribute to content systems (standards, voice and tone, messaging and accessibility libraries)
• Participate in the creation of strategic design deliverables such as strategy decks, customer journeys, visions of future experiences, and evangelize these cross-product "blueprints" across teams
• Participate across the user-centered design process, not just content development
• Present work and articulate strategy and content decisions to senior Design leadership
• Prepare content design team members for presenting their work to others
• Support recruiting processes, reaching out to potential candidates, conducting technical assessment of candidates' design craft capabilities
• Conduct formal training in UX Writing and Editing and/or Information Architecture
Our Desired Profile
• Degree in relevant discipline (e.g., Interaction Design, HCI, English, Rhetoric, Communications, Psychology), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Lead content work on complex end-to-end experiences
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
• Experience leading a program of content work through full product development cycles in discovery, concepting, prototypes, specifications and enablement
• Significant experience with user-centered and human-centered design approaches
• Advanced to Expert skills in UX Writing and Information Architecture
• Intermediate to advanced ability in adjacent skills such as User Research, Interaction Design and Visual/UI Design
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Thorough knowledge of English language, grammar, spelling, punctuation and usage
• Extensive experience working with brand and copy standards, including style, voice and tone
• Mastery of the organizational navigation required for content compliance, including legal and accessibility reviews
• Prior work shows how an understanding of business value and product strategy to lead to successful content outcomes was used
• Strong project management skills, including the ability to manage schedules and deadlines for multiple projects
• Experience working in cross-functional teams, working closely with designers, researchers, product owners, and other partners, and comfortable presenting to all levels
• Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment
• Confident when presenting work to executives
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.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.