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 Employee Experience, 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.
Job responsibilities - Develop and implement content strategies for products and features, ensuring align with user experience principles and business objectives.
- Collaborate with cross-functional teams to create engaging, user-friendly content that is cohesive and intuitive for a diverse audience.
- 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. Apply content standards (style, voice, tone, templates) and perform QA checks before publication in Ask JPMC Portal.
- Analyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences. Monitor and summarize content performance signals (e.g., ratings, usefulness, adoption) and share highlights with stakeholders.
- 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).
- 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.
- Coordinate revisions with authors and flag items requiring formal approval to designated approvers.
Required qualifications, capabilities, and skills - Bachelor's degree or equivalent practical experience.
- 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.
- 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, capabilities, and skills - 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.
ABOUT USJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
ABOUT THE TEAMOur professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.
