Service Design Vice President at JPMorganChase in Wilmington, DE

Lead service design initiatives to shape end-to-end customer experiences and propel innovation expertise in service design principles.

Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Service Design Vice President in Consumer and Community Banking, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Demonstrate the value of Service Design as a strategic partner to senior stakeholders.
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
• Demonstrated ability to create visual representations of user journeys, including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes

Preferred qualifications, capabilities, and skills

• Relevant experience & transferrable skills: Degree in relevant design discipline (e.g., Service Design, Product Design, Interaction Design, HCI), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience. Preferred experience working in complex business domains or in enterprise environments working on large-scale transformation programs
• User Research: Ability to plan and conduct user research to identify and articulate key factors influencing service use and effectiveness.
• User-Centered Design & Problem Solving: Expertise in selecting appropriate approaches to lead projects towards outcomes that are user-friendly, feasible to implement, and aligned with the business’ strategic vision. Proficiency in re-framing problems and a fascination for problem-solving.
• Workshop Facilitation: Skilled in leading teams to design and deliver engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders, and team members.
• Communication: Proficient in crafting clear and engaging visual and written communications, ensuring clarity and conciseness to effectively convey ideas and recommendations.
• Strategic Leadership & Implementation: A track record of forming well-grounded strategic recommendations. Experience in working with stakeholders to identify feasible changes, outline timeframes and resource needs, and plan future work phases.
• Measuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

About the Company

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.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans