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 Banking Payments, 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.

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
• Design, structure and organize content to simplify complex technical concepts and effectively guide customers through unfamiliar multi-step, cross-platform task flows
• Develop consistent UX content across products and services through collaboration with internal and external stakeholders
• Articulate rationale for content design decisions and present work to larger groups including senior stakeholders from product, legal and risk
• Manage feedback from peers and stakeholders as part of an iterative design process

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
• Experience simplifying financial and/or technical concepts into plain, customer-friendly UX content
• Demonstrated ability identifying upstream and downstream implications of content and design decisions on product, technology and customer experiences

Preferred qualifications, capabilities, and skills

• Experience designing and delivering consumer-facing content/user experiences in regulated industries such as financial services, healthcare, telecommunications, etc.
• Curiosity about how technical systems/infrastructure enable or constrain user experiences
• Demonstrated systems thinking capabilities
• Ability to design repeatable content and design solutions that scale to adjacent scenarios and experiences