JPMorgan Service Design Vice President 

United States, Delaware, Wilmington 

947088791

Job Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning 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 and opportunities for improvement.
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless 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 and develop experience-led metrics.

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.
• Expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.

Preferred Qualifications, Capabilities, and Skills

• Ability to synthesize complex, interdependent, and sometimes competing needs.
• Excellent written and verbal communication skills, including the ability to present concepts and justify design decisions.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience conducting user research and translating insights into design solutions.
• Ability to analyze and synthesize qualitative and quantitative data.
• Ability to present and defend design decisions to stakeholders.