• Service Design Vice President

    JPMorgan Chase (Wilmington, DE)


    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 Cash and Check Management Operations, 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. 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, aligning 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 and opportunities for improvement.

    + Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless 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 and develop experience-led metrics.

    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.

    + Expertise in creating direct and indirect experiences for diverse users.

    + Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.

    + Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.

    Preferred Qualifications, Capabilities, and Skills

    + Ability to synthesize complex, interdependent, and sometimes competing needs.

    + Excellent written and verbal communication skills, including the ability to present concepts and justify design decisions.

    + Strong analytical and problem-solving skills.

    + Ability to work in a fast-paced environment and adapt to changing priorities.

    + Experience conducting user research and translating insights into design solutions.

    + Ability to analyze and synthesize qualitative and quantitative data.

    + Ability to present and defend design decisions to stakeholders.

     

    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

    Base Pay/Salary

    Chicago,IL $118,750.00 - $185,000.00 / year