Financial management tools should demonstrate the same care and craft as consumer software, designed with contemporary user- and human-centered practices. Senior Content Designer Leads will craft strategy, design journeys and deliver content experiences for our customers that are simple and secure. Commerce Payments is a fast-growing team, and sits at the crossroads for many of Chase’s key initiatives.

As a Senior Content Designer Lead, on our Commerce Payments team you will help design Commerce Payments features for our online banking and mobile apps — products that are used by millions of Chase customers every day. You’ll partner with product, design, research and technology to build human-centered experiences that educate and inspire our customers and empower them to make strong financial decisions. As a member of our DCE team, you’ll drive strategy and execution across each step of product creation, from ideation to launch and beyond.

Job Responsibilities

• Develop content, shape design strategy and advocate for the customer in partnership with Experience Design, Research, Product Management and Engineers 
• Execute and deliver content solutions that follow best practices and fulfill project requirements (business goals, customer goals, controls, deadlines, and quality)
• Ideate, discover, prototype, build and iterate to validate customer problems and deliver customer-centric solutions
• Participate in customer research to understand customer needs and behaviors to see how your solutions work for users, with the support and guidance of Experience Researchers
• Identify and incorporate different kinds of data (research findings, analytics) into content strategy
• Deliver content components (UI language, product education, etc.) and lead content governance and approvals process
• Present work, articulate strategy and impact of content decisions to senior leadership
• Use and actively contribute to content systems (standards, voice and tone, messaging, and accessibility libraries)

Required Qualifications, Capabilities, and Skills

• Bachelor’s Degree or certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Minimum of 7 years’ experience writing across digital channels and platforms (web, mobile, email, social media, etc.)
• Record of success creating content for complex end-to-end experiences in alignment with customer needs and business goals
• Can direct self and others in both planning and structuring the work, managing multiple priorities and executing on expected levels of quality
• Prior work involves collaboration within design teams (with Product Designers, UX Researchers, and other Content Designers) and cross-functionally with Product Managers and Software Engineers
• Advanced skills in UX Writing and Information Architecture; Intermediate ability in adjacent skills such as Service Design, User Research, Interaction Design, and Visual/UI Design
• Thorough knowledge of English language, grammar, spelling, punctuation and usage
• Experience working with brand standards 
• Strong presentation skills and experience sharing strategic rationale with partners, senior leaders and stakeholder

Preferred Qualifications, Capabilities, and Skills

• Advocate for Accessibility Guidelines and Inclusive Design practices
• Has led content work on successful digital products, demonstrating user- and human-centered design approaches
• Prior work shows how you used an understanding of business value and product strategy to lead to successful design outcomes
• Familiarity with the organizational navigation required for content compliance, including legal and accessibility reviews