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JPMorgan Service Design Lead Vice President 
United States, New York, New York 
725234954

07.09.2024

Job responsibilities

  • Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and new experiences 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
  • Support business leadership and product development partners in leveraging key artifacts from Service Design initiatives to define vision and strategy, develop roadmaps and prioritization, draft requirements, and align on product/UX development and delivery plan.
  • Partner with our research team to scope and synthesize qualitative research, data analysis, and usability testing to inform future-state blueprinting, service vision, and concept development
  • Communicate new methodologies, concepts and strategies effectively to executive leadership and stakeholders at all levels of the organization.

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 user 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

  • Has a strong portfolio showcasing case-studies with tight narratives that demonstrate an ability to address business challenges through Service Design.
  • Experience working within complex omni-channel ecosystems that are supported by multiple platforms
  • Strong information/communication/graphic design capabilities to visualize multi-touchpoint systems that successfully convey opportunities and future-state vision.