JPMorgan Service Design Vice President 

India, Telangana, Hyderabad 

405125555

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity.
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible 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, inform prioritization, and develop experience-led metrics to align business goals.
• Utilize data analytics and user behavior insights to identify areas for service improvement and personalize experiences within the CI&A domain.
• Design and drive initiatives that seamlessly integrate digital and physical touchpoints, ensuring a consistent and positive customer experience across all channels.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, or a related field, focusing on end-to-end customer experiences.
• Proven record in innovative 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, facilitate collaboration, and encourage consensus toward common goals and objectives.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
• A curated portfolio showcasing a track record of successful service design initiatives and demonstrated expertise in applying service design principles to real-world challenges.
• Proven ability to effectively collaborate and inspire geographically dispersed teams to drive service design initiatives forward.

Preferred qualifications, capabilities, and skills

• Strong understanding of the financial services landscape, including banking operations, personal finance, and the unique challenges and opportunities within this sector.
• Preferable experience in designing secure and trustworthy service experiences, with specific knowledge of fraud detection and prevention strategies, authentication methods, and identity verification processes.
• Proven ability to design services that mitigate risks associated with fraud and security vulnerabilities, while building and maintaining customer trust.