Executive Director, Service Design & Experience Strategy

JPMorgan Chase & Co.; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Service Design Executive Director to shape future customer experiences through visionary service design leadership and strategic team development.

In Consumer & Community Bank Design & Customer Experience, you will lead end-to-end experiences, develop and deliver service strategy plans, and align products with business goals and user needs while mentoring a diverse team toward excellence.

Qualifications

• 7+ years of experience in service design for end-to-end customer experiences.
• Ability to develop service design strategies for people, props, and processes.
• Strong systems thinking for complex tech environments.
• Experience leading cross-functional teams and mentoring members.
• Experience with accessibility and inclusive design practices.

Responsibilities

• Set and direct strategic plans for service design and align business goals with a customer-focused approach.
• Lead and mentor a diverse team to create journey maps and service blueprints.
• Spearhead innovation by integrating service design with experience strategy for customer-centric journeys.
• Develop methods to track and reduce friction across diverse customer segments.

Skills

Service design

Systems thinking

Cross-functional teams

Mentoring

Inclusive design

Job description

JPMorgan Chase & Co. seeks a Service Design Executive Director to shape future customer experiences through visionary service design leadership and strategic team development.

In Consumer & Community Bank Design & Customer Experience, you will lead end-to-end experiences, develop and deliver service strategy plans, and align products with business goals and user needs while mentoring a diverse team toward excellence.