Content Design Vice President - Customer Offer Experience

Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences.
Shape simple, compelling offer experiences that make it easier for customers to discover and opt into relevant offers, understand what’s required, and successfully earn their benefits. Use customer insights, prototyping, and experimentation to design and continuously improve digital experiences across the end-to-end offer journey.

As a Vice President of Content Design in Consumer Bank Offer Experiences, 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 JPMorgan Chase's user experience design efforts.

Within Consumer Bank, the Offer Experiences team focuses on helping existing and prospective customers discover relevant offers, understand what is required, and successfully earn their benefits. The team uses customer research, experimentation, behavioral insights, and performance data to continuously improve experiences across the end-to-end offer journey, reducing friction, improving conversion, and making customer interactions more intuitive. Working across product, marketing, research, analytics, design and technology, content designers create cohesive experiences that can scale across products, customer segments, and channels.

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
- Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through the experience and simplify 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, ensure seamless, positive interactions throughout the customer journey
- Shape compelling customer narratives across marketing and product experiences, translating complex offers, products, and value propositions into clear, persuasive experiences that drive customer understanding and action.
- Partner with research, analytics, marketing, product, and design teams to test and continuously optimize customer experiences using customer insights, experimentation, and performance data.
- Present and communicate experience strategies and concepts through compelling storytelling, influencing stakeholders and building alignment around customer needs and business goals.
- Explore and apply AI-assisted tools and emerging ways of working to accelerate content development, experimentation, synthesis, and creative exploration while maintaining quality and appropriate oversight.
- Contribute across content design, experience design, marketing, and service experiences to solve complex customer problems across digital and physical channels.

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
- 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
- Background creating content for customer-facing marketing, ecommerce, or digital product experiences
- Ability to use customer insights, experimentation, and performance data to inform and optimize digital experiences
Strong cross-functional collaboration skills, with the ability to build alignment across product, design, marketing, and business teams

Preferred qualifications, capabilities, and skills

- Background in digital offers, promotions, loyalty programs, acquisition journeys, or other conversion-focused experiences
- Experience in financial services, another regulated industry, or a similarly complex environment
- Familiarity with personalization or emerging AI-supported customer experiences
- Proficiency with AI-assisted workflows to explore ideas, prototype concepts, or improve efficiency
- Agency or consulting experience working across multiple clients, stakeholders, or disciplines
- Demonstrated ability to work across content, marketing, product, and experience design boundaries
- Familiarity with marketing campaign content, including offer messaging, calls to action, and content hierarchy