Content Design Senior Associate

Job Description
Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.
As a Content Design Senior Associate in Customer Identity and Authentication team, 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.
This role will focus on the user experience of content for mobile and web included but not limited to flows, messages, push notifications, error messages and similar to delight and engage our customers while keeping accessibility and inclusion as a top priority. You will contribute with development and execution of content plans for inclusive, usable product experiences and play a pivotal role in shaping customer experiences through content, support strategically important initiatives, and implement innovative solutions to complex problems. You will create engaging, user-friendly content that effectively communicates complex concepts to a diverse audience while championing inclusive design and customer experience to contribute to the success of user experience design efforts.
Job responsibilities

• Develop and implement content design strategies for multiple components of a product or a series of small products, ensure alignment with business requirements and user experience goals
• Facilitate end-to-end discovery workshops with designers to gain a better understanding of the underlying narrative and optimal content architecture required to make the product intuitive and highly usable
• 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
• Collaborate with cross-product teams to develop consistent voice and narrative structures across products and services
• Champion inclusive language for a diverse audience, ensure seamless, positive interactions throughout the customer journey
• Showcase superb storytelling and grammar skills to build trust through content and establish long term relationships with our users, stakeholders and teams
• Design thoughtful, intuitive content solutions for different use cases and interactions from onboarding and inapp education to transactional flows and push notifications
• Apply human centered design concepts around UI frameworks for localization and reuse as well as related concepts to craft content solutions that scale
• Partner with design, product and research teams to drive content tests that measurably improve the customer 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 in UX content and content strategy
• Bachelor's degree or equivalent and a good portfolio of UX content work
• Experience in content audits and analysis, content mapping and modeling, content planning and sourcing, conversational design, information architecture, and storytelling.
• Ability to design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
• Proven ability to audit, analyze, structure, create, and present content independently using established frameworks

Preferred qualifications, capabilities, and skills

• Demonstrated ability in UX/UI content writing within the customer identity field
• Understanding of how to write for localization
• Bachelor's or Master's in English, Literature, Linguistics or related field
• Deep knowledge of UX design tools
• Experience with UX research methodologies

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.