Vice President, Service Design & Customer Experience

Testing Site - JPMC

Greater London

On-site

GBP 120,000 - 180,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Testing Site - JPMC is seeking a Vice President of Service Design within the Operations Experience Design (OXD) team of a leading financial institution. You will shape end-to-end customer experiences by applying service design principles, systems thinking, and storytelling to steer strategic initiatives.

You will guide cross-functional teams to deliver inclusive, accessible experiences aligned with business goals.

Qualifications

Experience or equivalent in service design or related field focusing on end-to-end customer experiences.
Proven record in end-to-end CX projects.
Ability to create visual representations of user journeys (journey maps, blueprints, storyboards)

Responsibilities

Align business and customer experience objectives across multiple products and platforms.
Champion the use of qualitative and quantitative research to identify pain points and opportunities for improvement.
Design service blueprints and document processes with inclusive design principles.
Create experience maps and service prototypes to illustrate customer journeys.
Collaborate with stakeholders and product partners to integrate customer-centric decisions and OKRs.
Demonstrate the value of Service Design to senior stakeholders.
Direct self and others in planning, structuring, and quality execution.