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JPMorgan Service Designer Vice President 
United States, New York, New York 
641954647

03.08.2024

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

Required qualifications, capabilities, and skills

  • 5+ years of experience or equivalent expertise in service design, experience 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

Preferred qualifications, capabilities, and skills

  • Experience working in omnichannel service design delivery and experimentation.
  • Experience with outbound communications
  • Illustration or storyboarding skills