Lead Service Designer

JOB DESCRIPTION

Join our dynamic team of diverse professionals from top tech giants, blockchain innovators, and FinTech unicorns. We're looking for an experienced Service Designer to shape customer experiences across channels. Use your expertise in service design and systems thinking to lead key initiatives, collaborate with diverse teams, and enhance customer satisfaction. Your strategic insights and guidance will be crucial 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
• Develop clear future‑state service propositions, journeys, and concepts that deliver value to customers and the business
• Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape end‑to‑end service experiences across channels and touchpoints
• Work with UX Research and Data to plan, conduct, and synthesise research to inform and validate service design deliverables
• 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 and incorporate 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
• Communicate complex service thinking clearly to stakeholders

Required qualifications, capabilities and skills

• Solid hands-on experience in roles such as Senior or Lead Service designer or a related field, focusing on end-to-end customer experiences
• Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding
• Experience in conducting user research to inform service design outcomes 
• A strong portfolio demonstrating end‑to‑end service design work: from discovery and insight through to service blueprints and future‑state journeys 
• Strong communication skills to articulate service design artefacts to stakeholders
• Represent service design in key governance and decision forums & experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Strong collaborative skills to build alignment across diverse teams & Degree in Design, Service Design, HCI, Behavioural Science, Business, or related field – or equivalent practical experience.

Preferred qualifications

• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Confident leading workshops, co‑creation sessions, and playback meetings with senior, cross‑functional stakeholders
• Comfortable presenting and tailoring communication style for different audiences
• Builds trusted relationships with Product, Engineering, Operations, Risk, and Compliance

ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
   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 professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
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.