Content Design Executive Director

As the Executive Director of Payments Experience Content Design in the Commercial and Investment Bank (CIB), you’ll lead and coach a talented team of content strategists and UX, marketing, technical and instructional writers dedicated to enhancing the content of next-generation B2B digital payments products. You‘ll help elevate user engagement across the payments landscape by implementing a comprehensive content strategy—and overseeing its implementation.

In addition, you’ll own important initiatives, drive innovative solutions to complex problems and collaborate with cross-functional teams. By leveraging your expertise in content design and information architecture, you’ll lead the narrative and structure of CIB Payments product and service stories.

In this role, your goal is to drive the team in the creation of engaging, user-friendly content that effectively communicates complex concepts to diverse personas. As a champion of inclusive design and customer experience, you’ll contribute to the continuing success of J.P. Morgan as a global leader in B2B payments.

Job responsibilities

This position, which is within the Payments division of CIB, will support products that span commercial banking, merchant services and other client segments. In doing so, you’ll:
• Develop and implement a comprehensive cross-product content experience strategy in an effort to break down silos.
• Lead the content team to deliver on that strategy and exceed product owners’ expectations.
• Standardize the engagement model across the suite of products.
• Apply measurement and analytics to improve content experience.
• Collaborate with product designers, user researchers, developers and product stakeholders to ensure alignment with business requirements and user experience goals.
• Manage a team that produces content strategy, UX microcopy, marketing copy, product instructions, virtual assistant conversations, video scripts, technical documentation and more.
• Facilitate consensus on the underlying narrative and optimal content architecture required to make Payments products intuitive and highly usable.
• Use content models and taxonomies to design, structure and organize digital content to effectively guide customers through their journey and simplify complex technical concepts.
• Collaborate with cross-product teams to maintain consistent voice, tone and narrative structures.
• Champion inclusive language for a diverse audience, and ensure seamless, positive interactions throughout the customer journey.

Required qualifications, capabilities and skills
• 10+ years of experience or equivalent expertise in managing content teams focusing on digital products and platforms.
• 5+ years of experience with digital payments products.
• Ability to drive effective information architecture that organizes and structures text for enhanced user experience and easy navigation within products and websites.
• Expertise in written and verbal storytelling, crafting clear, engaging content that effectively clarifies complex concepts for diverse audiences and adheres to industry standards and best practices.
• Extensive experience facilitating workshops for product and experience design stakeholders about creating compelling content journeys.
• Confidence in delivering engaging presentations for senior leaders.
• Advanced technical literacy and deep understanding of content platforms and their impact on user experience.
• Ability to work in a dynamic environment and adapt to shifting directives.
• Tireless advocacy for user needs and a passion for quality content and standards.

Preferred qualifications, capabilities and skills
• Content management systems and other content platforms
• Financial terminology
• Design thinking methodology
• Americans with Disabilities Act (ADA) standards for accessible design
• Collaborative UX tools such as Figma