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Posted Sep 22

Content Strategy Director

This role can sit in Brooklyn, Palo Alto, or Chicago Full time

About the job

Are you a seasoned Content Strategy Director with a passion for crafting exceptional user experiences? We are seeking an innovative and collaborative individual to join our Consumer Payments UX Design Team. As a Content Strategy Director, you will be at the forefront of revolutionizing how our world-class payment products engage with users through compelling content. This role will report directly to the Head of Design for Consumer Payments. Your expertise will guide and elevate the entire team, fostering a culture of innovation and excellence.
In this role, you will be a visionary guiding the entire Design team in mastering the art of content in all its forms. This role is intended to be a mentor to the individuals within the Consumer Payments content team. You'll be challenged to mature the practice from its current functional role to that of a strategic lever for an exceptional User Experience. Your experience will go beyond theory; you will have a proven method for creating and executing UX content strategies and coaching practitioners. You'll be able to not only define \"what\" content is delivered but also articulate the \"why\" behind its creation and its intended audience.

Job Responsibilities

  • Collaborate closely with design, research, and product teams to align content strategy with product goals, in addition to identify key touch points in the user journey that require content support and articulate the content needs for each
  • Manage and lead a high performing Content Design team by fostering a culture of collaboration and growth
  • Advocate for the strategic value of content design in shaping user perceptions and interactions, and highlight how well-crafted content enhances usability, builds trust, and guides users through the payment experience.
  • Educate cross-functional teams about the nuances of content design's impact on the overall user experience, and identify bottlenecks, suggest improvements, and implement efficient workflows.
  • Collaborate with User Research to develop metrics that gauge the impact of content on user satisfaction, task completion, and overall experience.
  • Utilize user feedback and data insights to refine the content strategy iteratively; and showcase the positive outcomes of content enhancements through data-driven reports to stakeholders
  • Champion a collaborative culture where cross-functional teams contribute to content ideation and refinement.

Required Qualifications, Capabilities And Skills

  •  BFA or BA in a related field, graduate degree preferred
  • 12+ years of experience of successful UX Content Design creation and/or leadership
  •  Extensive knowledge of content design strategy and methods, including user-centered, service, behavioral, and experience design
  •  Experience leading the content design of complex products, services, and/or product suites (complex means: multiple platforms or channels; multiple audiences to address; complicated information and data to manage and make clear)
  • Expertise in user research, journey and service mapping, storytelling, product design, problem framing, and solving design problems
  • Strong presentation skills that showcase the ability to articulate strong design rationale, connect design decisions to broader strategic and business decisions, and compel executive stakeholders to action
  • Experience leading and managing a team of Content Designers and provide constructive feedback and critique to Content Designers to foster growth and improvement

Preferred Qualifications, Capabilities And Skills

  • Ability to understand the target audience, their pain points, and preferences related to Consumer Payments.
  • Experience with the development of metrics that effectively quantify the influence and triumph of content within products to steer decision-making and continuous enhancement.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

Compensation: This range applies to Brooklyn and Palo Alto: $171,000-$260,000

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