Contribute to innovative experience design, blending user needs with business goals in the dynamic environment of financial services.

As an Content Strategy Lead (CSL) in Tech Employee Experience, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMorgan Chase's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers.

Job responsibilities

The Content Strategy Lead (CSL) at the Employee Experience Content Team is committed to developing and activating effective, persona-driven self-help content for products. They help to build partnerships with the Product Teams and create simple, easy to understand, engaging content that gains adoption and further advances the strategic objectives of both Product and EX Content teams holistically.

Content Strategy Leads (CSL) are responsible for employee-first, self-help resources availability, analysis of uptake data, employee experience research and the development of strong partnerships with Product Owners and Content Specialists across multiple products. They regularly join product and project standups, planning, and regular routine meetings as a fully dedicated enablement partner.

The areas of impact will include, but not be limited to:

  • Providing content strategy insight and content creation for the Product assigned.
  • Design and develop elegant solutions to specific interaction problems and ensure consistency across multiple products and platforms while adhering to industry best practices
  • Reviewing and directing content uplift in line with the EX Self-Service Content Strategy.
  • Auditing content and experience optimization opportunities.
  • Apply advanced knowledge of information architecture and storyboarding to create user-centric designs that enhance navigation, findability, and overall user satisfaction.
  • Working closely with and between several product teams to understand products and then lead development, ideation, socialization and delivery of effective, persona-driven self-help content that efficiently impact critical business and employee needs.
  • Structuring and deploying methods for analyzing the effectiveness of self-help content and employee needs and behaviors. Conducts the collection of user research and journey mapping aligned to each product lifecycle and roadmap. Perform robust analysis to derive insights on how to enhance overall employee productivity and satisfaction through content consumption.
  • Assessing content-related data, such as Search insights, employee feedback reports, etc., for content uplift opportunities - action planning and aligning with product partners for sign off on execution.
  • Conduct data-driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision-making

Required qualifications, capabilities, and skills

  • 3+ years in a knowledge management role dedicated to improving experiences with digital content, products and services.
  • Proven ability to create visually appealing and functional designs using industry-standard tools (e.g. Figma, Sketch, or Adobe Creative Suite).
  • Demonstrated experience in knowledge management tools (Service Now).
  • Demonstrated experience in designing and optimizing user experiences across multiple platforms, including web, mobile, and other digital channels.
  • Previous experience interpreting complex data and transforming it into actionable insights for informed decision-making.


J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

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Content Strategy Lead

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