JPMorgan Vice President Service Design - Personalization 

United States, Delaware, Wilmington 

819929911

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
• Develop and educate colleagues on an expert-level understanding of the backstage system interactions, data flows, and business logic that enable customer experiences.
• Author strategic narratives that simply and effectively communicate complex customer and experience insights to enable key product, business, and technology decisions.

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
• Experience and comfort operating in highly technical, data driven, and evolving product spaces
• Excellent written and communication skills

Preferred qualifications, capabilities, and skills