JPMorgan Service Design Lead Vice President - Employee Experiences 

United States, New York, New York 

289008133

Champion Service Design + lead cross-functional teams to shape Employee Experiences and influence strategic initiatives for JPMorganChase firm-wide.

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.