Content Design Operations, Vice President

Elevate user engagement through strategic content design, fostering inclusive and intuitive digital experiences. As Content Design Operations, Vice President in Payments, 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 JPMorganChase's user experience design efforts.

Reporting to the B2B Payments Head of Content Design, this role has two parts. For onboarding experiences, you will guide their evolution across Commercial & Investment Bank payment platforms while managing a dedicated content design team focused on merchant services. These duties will include driving standardization and personalization initiatives that enhance how the organization welcomes new clients through streamlined application flows, activation journeys, and comprehensive educational content. For the entire design organization, you will manage and establish governance frameworks and engagement models to ensure consistent, high-quality client experiences while optimizing team allocations and reporting processes.

Job Responsibilities:

• Lead and mentor a team of content designers focused on merchant services onboarding experiences
• Conduct performance management, career development planning, and talent acquisition for the team
• Foster a collaborative, inclusive team culture that encourages innovation and excellence
• Partner with design leadership on resource allocation and capacity planning across the content design organization
• Champion inclusive language for a diverse audience, ensuring seamless, positive interactions throughout the customer journey
• Design effective content architecture, organizing and structuring content for enhanced user experience and easy navigation within products or websites
• Facilitate workshops for product and experience design, creating compelling content journeys
• Apply advanced technical literacy and deep understanding of content platforms and their impact on user experience

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
• 3+ years of people management experience, including hiring, coaching, and performance management
• Proven record designing application and onboarding experiences for complex products or services
• Experience establishing design systems, governance models, or operational frameworks
• 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

Preferred Qualifications, Capabilities, and Skills:

• Experience in payments, financial services, or merchant services industries
• Knowledge of B2B or enterprise client onboarding journeys
• Familiarity with AI-powered content tools and emerging technologies
• Experience creating and implementing style guides and content standards
• Understanding of regulatory and compliance considerations in financial services
• Background working in agile or product operating models

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.