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JPMorgan Service Design Vice President 
United States, Delaware, Wilmington 
947088791

Yesterday

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.