Job Description

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 Banking Deposits, 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

Required qualifications, capabilities, and skills

7+ 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
Demonstrated ability to leverage AI and emerging technologies to improve design processes, enhance deliverable quality, accelerate insights generation, and reimagine ways of working across cross-functional teams.

Preferred qualifications, capabilities, and skills

Design leadership or managerial experience
Experience across Financial Services domains such as onboarding, payments, lending, or banker tools
Familiarity with JTBD frameworks and AI UX evaluation practices

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

About JPMorganChase

With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.

We serve millions of customers and many of the world’s most prominent corporate, institutional, and government clients daily, managing assets and investments, offering business advice and strategies, and providing innovative banking solutions and services.

Social Media Terms and Conditions: https://bit.ly/JPMCSocialTerms

Industry

Finance & Insurance

Company Size

10,000+ employees

Headquarters

New York, NY

Year Founded

Unknown

Website

jpmorganchase.com

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