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

About the role

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. You will lead strategically important initiatives, drive innovative solutions to complex problems, and collaborate with cross‑functional teams. The role involves leveraging expertise in content design and architecture, providing guidance on narrative structure, and championing inclusive design within JPMorgan Chase’s user experience efforts.

Responsibilities

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensuring alignment with business requirements and user experience goals.
• Facilitate end‑to‑end discovery workshops with designers to uncover narrative needs and optimal content architecture.
• Use content models and taxonomies to design, structure, and organize digital content that guides customers and simplifies 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, ensuring 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 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 such as UI copy, product education, naming conventions, and navigation.
• Share work across the organization through design reviews, product reviews, and other collaborative forums.
• Actively contribute as a member of the broader Digital Customer Experience (DCE) Content Community of Practice.

Required qualifications

• 5+ years of experience or equivalent expertise in content design, editing, writing, strategy, process, and architecture for digital products and platforms.
• Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation.
• Expertise in written and verbal storytelling, crafting clear, engaging content that clarifies complex concepts for diverse audiences.
• 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 manage multiple priorities, follow schedules, and meet deadlines.
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders, and stakeholders.
• Experience with AI‑enabled or data‑driven experiences (assistive workflows, recommendations, knowledge retrieval, or conversational support) in an enterprise environment.

Preferred qualifications

• 7+ years of experience or equivalent expertise in content design, writing, strategy, process, and architecture across digital channels (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).
• Experience leveraging AI‑enabled tools to drive efficiencies for content design.

About the team

The Consumer & Community Banking division serves Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. The Digital team creates innovative, industry‑leading products and experiences that help customers access, share, and control their financial data, while adhering to data‑sharing principles of security, customer control, convenience, and privacy.

Benefits

• Comprehensive health care coverage
• On‑site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Additional programs and benefits based on eligibility

Pay

Base salary is determined based on role, experience, skill set, and location. Eligible roles may receive commission‑based pay and/or discretionary incentive compensation, paid in cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. Additional details about total compensation will be provided during the hiring process.