Service Design Vice President

JOB DESCRIPTION

We have an exciting opportunity for you to lead innovative service design and AI strategy in Business Banking. Join us to influence customer experiences and drive impactful change.

As a Service Design Vice President in Business Banking, you will shape end-to-end customer experiences and lead AI experience strategy for Chase for Business within Small Business. You will collaborate with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction.

Job responsibilities

• Develop and implement service strategies to enhance customer experiences across products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and champion innovation
• Design service blueprints and document processes, incorporating inclusive design principles for accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys and drive continuous refinement
• Collaborate with stakeholders to integrate customer-centric decision-making and develop experience-led metrics
• Analyze market trends and user research to inform design decisions and optimize experiences
• Set and execute AI experience strategy, converting vision into sequenced outcomes and value narratives

Required qualifications, capabilities, and skills

• Five years of experience in service design, experience design, or a related field focusing on end-to-end customer experiences
• Proven record in 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 and facilitate collaboration toward common goals
• Experience with iterative design approaches involving frequent testing and refinement
• Leadership of AI-enabled or data-driven experiences in an enterprise environment
• Experience with AI integration and collaborating with AI prompt engineers to deliver solutions

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
• Five years in Experience or Service Design with multiplatform, end-to-end delivery and a portfolio of accessible products

ABOUT US

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 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.