Content Design Lead/Vp — Chase Consumer Payments

With geographic boundaries vanishing and new forms of fast-moving digital currency gaining momentum, it's an exciting time for you to join Chase's Consumer Payments UX team. Our band of UXers love design and we’re endlessly fascinated by the inner workings of paying for stuff—that seemingly mundane task all of us humans on Earth do on a nearly daily basis.

Authenticity, inclusion, growth, and a passion for designing delightful payments experiences are part of our core values. If you're nodding your head right now, you need to apply because you've found your posse.

We’re looking for a Content Design Lead to help support these efforts. You will direct, design, and set standards for content across multi-disciplinary teams. Success in this role comes from understanding the customer and business needs, strong collaboration with peers, thoughtful planning and coordination across product development teams, and taming complexity for our users. Also key is participating in the end-to-end design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and delivery.

About You

• You’re skilled at building relationships and facilitating cross-functional alignment
• You’re excited by working on UX content strategy and UX writing challenges
• You're a storyteller who knows how to create clear, concise and engaging content
• You’re a problem solver with a knack for simplifying the complex
• You understand design thinking and UX best practices and are a true advocate for the customer
• You’re passionate about creating innovative, human-centered experiences

Job Responsibilities

• Facilitate workshops with design and cross-functional partners
• Work with product designers to create UX artifacts for web, mobile and omnichannel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
• Identify opportunities for content-focused research activities (user interviews, surveys, focus groups, usability studies, etc.) and leverage findings to optimize product design and development
• Collaborate with product, tech, design and research partners to create simple, elegant solutions to complex user problems
• Share work across the organization through design reviews, product reviews and more
• Partner with stakeholders to develop and define customer needs and business success metrics
• Plan, write and shape digital content (UI, product education, naming conventions, navigation, etc.)
• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences

Required Qualifications, Capabilities, and Skills

• Experience leading a program of content work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
• Extensive experience working with brand and copy standards, including style, voice and tone
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholders
• Extensive front-end (customer personas, customer journeys, content strategy frameworks) and back-end (content models, content variations, taxonomy) content strategy experience
• Advanced to Expert skills in UX Writing and Information Architecture; intermediate ability in adjacent skills such as User Research, Interaction Design, and Visual/UI Design
• Mastery of the organizational navigation required for content compliance, including legal and accessibility reviews
• Proactive, solution-oriented mindset with strong attention to detail