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Content Design Specialist

2 months ago

Bournemouth, Bournemouth, United Kingdom JP Morgan Chase Bank, National Association Full time
About the Role

We are seeking a highly skilled Content Design Specialist to join our team at JP Morgan Chase Bank, National Association. As a Content Design Specialist, you will play a critical role in shaping customer experiences by planning, creating, structuring, and optimizing product support content.

Key Responsibilities
  • Contribute to the development of support content architecture designs using your baseline knowledge of content design principles.
  • Assist in reviewing and refining content organization and structure to ensure easy navigation and accessibility.
  • Support the integration of accessibility guidelines and inclusive design practices into the broader content structure to accommodate a diverse user base.
  • Participate in the collection and analysis of user feedback and data to identify areas for improvement and iterate on content solutions.
  • Collaborate with the user experience design team to create and structure engaging, user-friendly content for SMB Payments products and services.
  • Support new content requests for product, feature, or self-service tool launches and changes.
  • Submit web content production requests to Chase for Business team and manage timelines against key dates where applicable.
  • Develop new content in support of product, feature, or services for the website in English and Canadian French where relevant.
  • Redesign of US and Canada customer-facing support pages.
  • Performance reporting to leadership and other stakeholders.
  • Work with cross-functional teams to develop customer communications, sales guides, operations procedures, banker materials, and customer support content.
Requirements
  • Fluent in English and Canadian French.
  • Knowledge or equivalent expertise in content design principles, including content architecture, storytelling, concise copywriting, and proficient written and verbal communication skills.
  • Demonstrated experience in creating and structuring user-friendly content for digital products and platforms, adhering to accessibility guidelines and assistive technology standards.
  • Familiarity with inclusive design methodologies and the ability to incorporate diverse perspectives and abilities into content creation.
  • Exposure to market and product knowledge, with an understanding of current industry practices and regulations applicable to the role.
  • Developing technical literacy, with an understanding of content platforms and the impact of technology on user experience.
  • Ability to quickly learn new financial services products and other offerings.
  • Ability to capture and document the end-to-end customer experience.
  • Proven research skills and copywriting experience.
  • Excellent writing, editing, and proofreading skills with a diligent eye for detail, language, flow, and grammar in English and French.
Preferred Qualifications
  • Experience creating and maintaining customer-facing content.
  • BSc/BA in Marketing, Communications, English, Journalism, or related field.
  • Knowledge and understanding of the Payments industry.
  • Proven understanding of accessible user interface design practices and principles.
  • Time-management and organizational skills - comfortable working with tight deadlines.