About this role
Key Responsibilities
- Participate in regular working sessions with assigned Product Team(s) to build product understanding and gather content needs.
- Capture requirements, confirm target personas, and translate product updates into employee-first content opportunities.
- Support ideation, drafting, editing, and socialization of persona-driven self-help content (e.g., articles, how-to guidance, release updates).
- Maintain content inventories, content maps, and journey-aligned content plans for assigned product area(s).
- Monitor and summarize content performance signals (e.g., ratings, usefulness, adoption) and share highlights with stakeholders.
- Assist in identifying knowledge gaps and “shift-left” opportunities using employee feedback and available service/ticket themes.
- Support lightweight research activities and journey mapping aligned to product roadmaps.
- Consolidate employee pain points and escalate recurring themes and risks to senior team members.
- Apply content standards (style, voice, tone, templates) and perform QA checks before publication in Ask JPMC Portal.
- Coordinate and flag items requiring formal approval to designated approvers.
- Prepare basic readouts and presentations to communicate progress, performance highlights, and upcoming content plans.
Required Qualifications
- Bachelor’s degree or equivalent practical experience.
- 1–3 years of relevant experience in content strategy, technical writing, knowledge management, communications, UX content, or a related role.
- Demonstrated ability to write and edit clear, structured content for self-service audiences.
- Strong organizational skills with the ability to manage multiple tasks, timelines, and stakeholders.
- Ability to interpret basic performance indicators (e.g., views, helpfulness, ratings) and summarize insights.
- Strong collaboration skills and comfort working with cross-functional teams (e.g., product, support, operations).
Preferred Qualifications
• Experience supporting self-help/knowledge base content (e.g., internal help hubs, employee portals, Ask JPMC or similar platforms).
• Familiarity with content standards, governance, QA workflows, and accessibility/readability best practices.
• Exposure to user research methods (interviews, surveys, journey mapping) and synthesizing qualitative feedback.
• Experience contributing to content calendars and channel-based communications plans.
• Comfort with presentations and stakeholder-facing updates.
Competencies / Success Factors
• Employee-first mindset; strong attention to clarity and usability.
• Analytical curiosity and willingness to learn tools/metrics and apply insights.
• Reliable execution, follow-through, and continuous improvement orientation.