JOB DESCRIPTION
As a Content Design Analyst in Small Business Chase Payment Solutions, you will play a role in shaping customer experiences by planning, creating, structuring and optimizing product support content.
This role offers you an opportunity to grow your skills and make a meaningful impact on the customer journey through applying your technical knowledge and client facing copywriting skills to create helpful and impactful support content for our clients. You will review product, support content performance and provide key insights to partners to improve our customer experience. With a focus on collaboration and continuous improvement, you'll join in discussions and receive guidance from senior team members to ensure your work aligns with JPMorgan Chase's standards and best practices.
Job 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.
Required qualifications, capabilities, and skills
* Fluent in English and Canadian French.
* Knowledge or equivalent expertise in content design principles, including content architecture, storytelling, concise copywriting—plus 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, capabilities, and skills
* 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.
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