Service Design Vice President

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 execute a comprehensive service strategy for B2B and B2B2C platform experiences, aligning business objectives with measurable customer experience improvements across multiple products and platforms.

• Lead cross-functional teams to deliver research-driven platform capability journeys and end-to-end service blueprints; identify pain points and opportunities; and design, test, and iterate service prototypes using inclusive and accessible design principles to enable personalized experiences.

• Champion the adoption of AI-enabled tools and methods in service design, and lead the design of customer-centric, AI-powered experiences for internal and external users and stakeholders

• Partner with product, design, and key stakeholders to embed customer-centric decision-making into planning and prioritization; champion innovation in products and features; and define experience-led metrics that connect customer outcomes to business goals

Required qualifications, capabilities, and skills

• 5+ years of experience in service design or related design disciplines, with demonstrated expertise delivering end-to-end customer and employee experiences for diverse user groups
• Proven track record leading innovative service design work, including mastery of end-to-end journey mapping and service blueprinting, and practical application of journey management principles
• Excellent facilitation, storytelling, and visualization skills, with the ability to clearly communicate complex journeys, systems, and service concepts
• Strong cross-functional collaboration skills, with the ability to facilitate workshops, align stakeholders, and drive consensus toward shared goals and outcomes
• Familiarity with AI-enabled design tools and an interest in applying them to accelerate service design and improve customer experiences
• Experience in fast-paced, iterative design environments, using frequent testing, learning, and refinement to evolve concepts into scalable solutions

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.

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.