Executive Director, Infrastructure Platform Experience

JPMorgan Chase & Co.; Palo Alto (CA); On-site; USD 150,000 - 190,000; Full time

Job summary

JPMorgan Chase & Co. seeks an Executive Director to lead Infrastructure Platform Experience Design, guiding a team delivering UX for backend infrastructure products and services across networking, compute, storage, databases, and cloud capabilities.

You will set vision, standards, and operating models for research, service design, and cross-domain roadmaps, partnering with technical PMs and engineers to ensure cohesive experiences.

Qualifications

• 7+ years in experience design, service design or UX research in enterprise settings.
• People management including hiring, coaching and performance development.
• Ability to translate research into product direction and measurable outcomes.
• Strong technical fluency in infrastructure platforms and enterprise tech concepts.
• Proven ability to partner with engineering and product teams to influence roadmaps.
• Excellent stakeholder management and executive storytelling skills.

Responsibilities

• Manage, coach, and develop a team of designers; set goals, ensure high-quality outputs, and maintain consistent design practices across domains.
• Define and execute an experience strategy aligned to business priorities (adoption, self-service enablement, reduced friction, operational efficiency, customer satisfaction).
• Lead and/or oversee qualitative and quantitative research to understand infrastructure personas, workflows, constraints, and decision drivers.
• Assess market patterns and competitor experiences for infrastructure platforms/tools to inform strategy, investment decisions, and differentiation.
• Create and operationalize service blueprints, journey maps, and workflow maps to capture end-to-end experiences across request-to-fulfillment, operations, support, and incident paths.
• Translate insights into clear problem statements, opportunity sizing, experience principles, and prioritized recommendations in partnership with product leadership.
• Collaborate with technical product managers and engineering teams to define experience requirements, success metrics, and acceptance criteria; ensure outcomes are cohesive across products and services.
• Drive adoption of customer-centered practices across product domains; establish rituals, templates, and governance that scale research and service design across Infrastructure Platforms.
• Promote inclusive, accessible, and usable experiences for complex enterprise tooling, ensuring consistency across platform surfaces and user journeys.

Skills

Experience design

Service design

UX research/strategy

People management

Executive communication

Infrastructure platforms

Stakeholder management

Job description

JPMorgan Chase & Co. seeks an Executive Director to lead Infrastructure Platform Experience Design, guiding a team delivering UX for backend infrastructure products and services across networking, compute, storage, databases, and cloud capabilities.

You will set vision, standards, and operating models for research, service design, and cross-domain roadmaps, partnering with technical PMs and engineers to ensure cohesive experiences.