Content Design Associate

Key Responsibilities
Participate in regular working sessions with assigned Product Team(s) to build product understanding and gather content needs.
Capture requirements, confirm target personas, and translate product updates into employee-first content opportunities.
Support ideation, drafting, editing, and socialization of persona-driven self-help content (e.g., articles, how-to guidance, release updates).
Maintain content inventories, content maps, and journey-aligned content plans for assigned product area(s).
Monitor and summarize content performance signals (e.g., ratings, usefulness, adoption) and share highlights with stakeholders.
Assist in identifying knowledge gaps and “shift-left” opportunities using employee feedback and available service/ticket themes.
Support lightweight research activities and journey mapping aligned to product roadmaps.
Consolidate employee pain points and escalate recurring themes and risks to senior team members.
Apply content standards (style, voice, tone, templates) and perform QA checks before publication in Ask JPMC Portal.
Coordinate and flag items requiring formal approval to designated approvers.
Prepare basic readouts and presentations to communicate progress, performance highlights, and upcoming content plans.
Required Qualifications
Bachelor’s degree or equivalent practical experience.
1–3 years of relevant experience in content strategy, technical writing, knowledge management, communications, UX content, or a related role.
Demonstrated ability to write and edit clear, structured content for self-service audiences.
Strong organizational skills with the ability to manage multiple tasks, timelines, and stakeholders.
Ability to interpret basic performance indicators (e.g., views, helpfulness, ratings) and summarize insights.
Strong collaboration skills and comfort working with cross-functional teams (e.g., product, support, operations).
Preferred Qualifications
• Experience supporting self-help/knowledge base content (e.g., internal help hubs, employee portals, Ask JPMC or similar platforms).
• Familiarity with content standards, governance, QA workflows, and accessibility/readability best practices.
• Exposure to user research methods (interviews, surveys, journey mapping) and synthesizing qualitative feedback.
• Experience contributing to content calendars and channel-based communications plans.
• Comfort with presentations and stakeholder-facing updates.
Competencies / Success Factors
• Employee-first mindset; strong attention to clarity and usability.
• Analytical curiosity and willingness to learn tools/metrics and apply insights.
• Reliable execution, follow-through, and continuous improvement orientation.