Here at JPMorgan Chase & Co., we know that people want an excellent experience from a bank they can trust. That’s why we launched Chase UK – a digital bank offering seamless digital journeys and exceptional service that our customers love.

Culture is important to us, and part of that means being customer-obsessed and always open to trying new things. Above all, it's about working with people who are passionate about solving real world problems and that help our customers succeed financially.

We are looking for an experienced head of Content Design to join us in our mission. In this role you will lead the creation, localisation and delivery of content across product, servicing and marketing.

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, design, engineering, research, and legal/compliance leads, to set the strategy and standards for how we deliver the experience through content for our banking and investment products. In this role, you will oversee the full content lifecycle, including creation, approval, translation, build/publishing and ongoing maintenance.

What you’ll do:

• Lead the Content Design, Content Strategy, Localisation and Content Delivery teams to deliver high quality content that supports customers.
• Collaborate with the Product, Design, Marketing, Servicing and Engineering to gather, scope, and prioritise content requirements - across all channels.
• Design and deliver content performance metrics and KPIs. Actively leverage user data and research insights to identify gap/opportunities and measure content effectiveness.
• Maintain the highest compliance standards, ensuring content meets regulatory standards and localisation and publishing processes are documented, adhered to and reviewed regularly.
• Champion content quality, consistency, accuracy, adherence to style and brand standards, and user experience implications.
• Identify and implement optimisations to content processes, including localisation and compliance workflows with an eye toward new solutions re: tools, validation and governance.

Who you are:

• You’re a clear communicator, with the ability to make the complex simple.
• You value strong working relationships and feedback and are adept at building trust with partners at all levels.
• You have the ability and expertise to lead, develop and mentor a talented content team and inspire a high-performance culture.
• You can navigate uncertainty in order to find the right path forward - even when you don’t have all the pieces of the puzzle.

Your background:

• 10+ years of experience in Content Strategy and Content Design, working across mobile and web content, content marketing, CRM and SEO.
• Experience working with content and localisation management systems - AEM and CrowdIn experience an advantage.
• Track record of building and leading highly motivated teams.
• Knowledge of the Web Content Accessibility Guidelines (WCAG) implications for content.
• Previous experience in financial services, retail banking or investment management advantageous.
• Previous experience working with design systems and established standards.
• Effective planning and prioritising with the ability to use own initiative, to pre-empt potential problems and find creative solutions.
• Demonstrated expertise and experience in data analysis and performance measurement of content.
• Experience mapping processes, implementing new systems or tools, from needs analysis to solution evaluation to test to full implementation.
• Proficiency with Figma/FigJam, Confluence, JIRA, MS Teams, and standard browsers/office productivity tools.

You’ll develop and empower your teams to deliver measurable improvements to their areas of work and produce high-quality content. You’ll shape the future of content, ensuring the team has the right tools and training needed to be as successful as possible, while working across the organisations to build relationships between content and the wider business.

#ICBCareers