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JPMorgan Service Design Senior Associate - Consumer Bank 
United States, Texas, Plano 
157098170

13.08.2024

Job responsibilities

  • Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
  • Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
  • Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
  • Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
  • Assist in the creation of experience maps and service prototypes that illustrate customer journeys
  • Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings

Required qualifications, capabilities, and skills

  • 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
  • Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
  • Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
  • Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
  • Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
  • Experience working in omni-channel service design delivery and experimentation
  • A strong portfolio communicating design thinking process and demonstrating outcomes
  • Ability to work closely with other disciplines to understand design context
  • Ability to deliver solutions (research findings, design concepts, content) and participate in critique process to improve design acceptance
  • Possess critical thinking through iteration and design review
  • Experience with mapping tools - Figma, Sketch, or Invision

Preferred qualifications, capabilities, and skills

  • Ability to work on multiple projects simultaneously
  • Excellent written, verbal communication and presentation skills
  • Comfort and experience bringing clarity and insights to ambiguous challenges
  • A strong passion for improving people's lives through design
  • Experience working in an experience research role