Our Digital Customer Experience (DCE) Design organization is looking to grow their team with a Content Design Lead. This role will be focused on our Business Banking area, co-creating user journeys for our small business customers, to ensure their account access experiences are clear and concise.

As a Lead Content Designer, you will have the opportunity to conceive, influence, and shape the customer journeys. You will partner with various teams to build human-centered experiences that educate and inspire our small business customers, empowering them to make strong financial decisions. Your role will involve strategy initiation and execution, setting an example for the team across each step of product creation, from ideation to launch and beyond.

Job Responsibilities

• Collaborate with product, technology, design and research partners to create a scalable strategy for simple, elegant solutions to complex user problems
• Build and nurture relationships across the Small Business Banking team and beyond, to advance implementation of successful content strategy approaches
• Identify opportunities for research activities (user interviews, surveys, focus groups, usability studies, etc.) and leverage findings to optimize product design and development
• Leverage user insights and data to develop end-to-end content strategy for customer-centric digital experiences
• Partner with designers to create user experience (UX) artifacts for web, mobile and omni-channel experiences (e.g., journey maps, conceptual models, user flows, wireframes, high-fidelity prototypes)
• Plan, write and shape digital content (User interface (UI), product education, naming conventions, navigation, etc.
• Share work across the organization through design reviews, product reviews and more

Required Qualifications, Capabilities, and Skills

• Bachelor’s Degree (or higher)
• Minimum of 7 years’ experience conceiving and applying content strategy across digital channels and platforms (web, mobile, email, social media, etc.
• Experience working with brand standards
• Proactive, solution-oriented mindset with strong attention to detail
• Record of success creating content for complex end-to-end experiences in alignment with customer needs and business goals
• Demonstrated ability to successfully manage multiple priorities, follow schedules and meet deadlines
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder

Preferred Qualifications, Capabilities, and Skills

• Experience with user experience (UX) Writing is a plus
• Excellent written and verbal communication skills
• Thorough knowledge of English language, grammar, spelling, punctuation and usage