Join our team and make a significant impact through innovative content design and drive customer confidence and satisfaction.  

As a Content Design Senior Associate in Consumer Bank Acquisitions you will play an important role in shaping customer experiences through content, and building customer confidence across our products and services. Using your expertise in content design principles, you will plan, create, and structure product content within a user experience design framework. While collaborating with cross-functional teams to ensure narrative consistency, your influence will extend to product design, architecture, and functionality.  

On the Consumer Bank Acquisition team, your work will be at the forefront of shaping customer journeys that are both visible and impactful. We are committed to crafting seamless customer experiences, from the initial shopping phase through the application process to offer redemption, supporting our customers and internal employees. Your contributions will directly influence our customers' experiences and drive measurable business success. Be part of a team where your efforts make a tangible difference in our business and in the lives of our customers.

 

Job responsibilities  

Develop and implement content strategies for products and features, ensuring align with user experience principles and business objectives  Collaborate with cross-functional teams to create engaging, user-friendly content that is cohesive and intuitive for a diverse audience  Create content taxonomies to refine content organization and structure, incorporating user feedback and insights for continuous improvement  Adopt brand voice to produce clear, concise, and engaging content that communicates complex concepts effectively to diverse audiences  Analyze content performance metrics, making data-driven recommendations for optimization and enhancement of user experiences  Ideate, discover, prototype, build and iterate to validate customer problems and deliver customer-centric solutionsParticipate in customer research to understand customer needs and behaviors to see how your solutions work for users, with the support and guidance of Experience ResearchersDeliver content components (UI language, product education, etc.) and lead content governance and approvals processPresent 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  

3+ years of experience in content design, or equivalent expertise in editing, and writing - with a focus on digital products and platforms  Experience in creating content architectures, storytelling, and clear and concise writing  Demonstrated experience in applying accessibility guidelines and inclusive design to create user-friendly content  Experience with iterative design techniques, incorporating user feedback and insights for continuous improvement  Proficient technical literacy in content platforms and understanding their impact on user experience  Adaptive learner in new financial services products and offerings  Comfort with the organizational navigation required for content compliance, including legal and accessibility reviewsAbility to self-direct both planning work, and executing at expected levels of qualityComfortable and confident when presenting to cross-functional stakeholders

 

Preferred qualifications, capabilities, and skills  

Experience working on customer facing products or ecommerce/marketing experiencesKnowledge or experience shaping customer-facing AI experiences