JPMorgan Service Design Senior Associate - Consumer Bank 

United States, Texas, Plano 

157098170

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

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 working in omni-channel service design delivery and experimentation
• A strong portfolio communicating design thinking process and demonstrating outcomes
• Ability to work closely with other disciplines to understand design context
• Ability to deliver solutions (research findings, design concepts, content) and participate in critique process to improve design acceptance
• Possess critical thinking through iteration and design review
• Experience with mapping tools - Figma, Sketch, or Invision

Preferred qualifications, capabilities, and skills

• Ability to work on multiple projects simultaneously
• Excellent written, verbal communication and presentation skills
• Comfort and experience bringing clarity and insights to ambiguous challenges
• A strong passion for improving people's lives through design
• Experience working in an experience research role