Content Strategy, Executive Director - Product Journeys & Self-Service

We are reimagining the future of work at JPMorgan Chase and building digital products that We are reimagining the future of work at JPMorgan Chase and building digital products that fundamentally change the way our employees interact with the firm. From engaging with content and building community, to accessing essential services, information, and tools - we are redefining what it means to work in the modern workplace. Our employee digital products are at the center of every employee's day and we're expanding our team focused on the digital employee experience.

As a Content Strategy Director, Product Journeys & Self-Service in Employee Experience, you will be accountable for driving our firmwide approach to employee product, support and self-service content across business groups and internally facing web portals, chat interfaces and mobile apps. You will have proven experience in developing and executing large-scale and omni-channel digital content strategies, establishing and driving adoption and governance of Content Strategy and content design best practices. You will work alongside senior product owners, experience, engineering, research, and legal/compliance leads, to set the strategy and standards for how we both improve the experience for a wide range of employee products and journeys, and also set and execute our vision for employee self-service and knowledge content across channels. As we're a data-driven organization, you will also use both quantitative and qualitative insights from a variety of sources (search, site analytics, employee feedback, etc.) to inform team priorities, manage content backlogs, identify gaps and opportunities, and inform decision makers across a highly matrixed environment.

Job responsibilities

• Establishing content design practices and organizations in and across Product Lines
• Planning and building content design and strategy organizations, including role definition, hiring, talent alignment, coaching, and division of responsibilities
• Partnering with cross-functional teams to drive user-centered Content Strategy for digital products
• Identifying and implementing optimizations to content processes, including localization and compliance workflows with an eye toward new solutions re: tools, validation and governance
• Estimating and reporting resource allocation and setting priorities, managing schedules and deadlines
• Developing and sustaining effective and cooperative working relationships with direct reports, peers, managers and other internal or external stakeholders
• Partnering with product and engineering leaders to plan roadmaps, gather requirements, and structure content work for multiple product lines, and looking forward up to one year
• Setting expectations on standards of content quality, leveraging content systems (voice, tone, and brand standards; messaging; accessibility libraries), and establishing content QA forums, processes, and routine
• Working with design, research, program management, change management, communications, and product leaders on process for product development

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent experience delivering Content Strategy and content design, experience with web, mobile, and conversational channels preferred.
• Extensive knowledge of the product development life cycle
• Prove track record of establishing Content Strategy or design practices and teams
• Successfully managed mid-sized - large teams, across multiple product lines preferred.
• Extensive knowledge of content design strategy and methods, including user-centered, service, behavioral and experience design
• Proven ability to plan and structure content work across multiple workstreams
• Mastery of the organizational navigation required for risk management and compliance, including legal and accessibility reviews
• Robust understanding how content enables user experience and business needs, and an ability to connect stakeholders with that vision and narrative
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Experience with Content Management Systems and Knowledge Management Systems, preferred

JPMorgan Chase & Co., 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 recognize that our people are our strength and the diverse talents and perspectives that 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. (If you are a US or Canadian applicant with a disability and wish to request an accommodation to complete the application process, please contact us by calling the Accessibility Line (US and Canada Only) 1-866-777-4690 and indicate the specifics of the assistance needed.)

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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.

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

Base Pay/Salary
New York,NY $171,000.00 - $270,000.00 / year