Service Design Senior Associate

AI is rapidly changing the face of the customer experience. With Agentic, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is creating these new experiences with a platform approach to enable our Lines of Business. 

As a Service Design Senior associate in Digital you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. 

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings

• Collaborate with multidisciplinary partners (technology, data & analytics, product, and design) to frame key questions about how people interact with emerging technologies, maintaining a dynamic backlog of research and insights.

• Adopt a builder’s mindset—bringing perspective, polish, and presence while working with agility, curiosity, and creativity to imagine the future and help create the conditions needed to test concepts that may not yet exist.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
• Experience in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.

Preferred qualifications, capabilities, and skills

• Experience in service design for user-facing AI/ML applications and/or workflows
• Advanced education in Design, Sociology, anthropology, or related field preferred

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

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.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.