Experience Design Vice President

Testing Site - JPMC; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Testing Site - JPMC is seeking an Experience Design Vice President focused on Investment Funding to shape journey-led experiences spanning digital, advisor, and operational touchpoints.

You will apply systems-thinking to connect products, platforms, and teams across Risk, Legal, Compliance, and Data partnerships while mentoring design teams to deliver customer-centric outcomes.

Qualifications

• 5+ years of experience in Experience Design, Product Design, or Service Design, with a strong focus on end-to-end customer journeys.
• Proven experience creating journey maps, service blueprints, storyboards, and future-state experience concepts for complex systems.
• Demonstrated ability to connect work across multiple teams, platforms, and constraints to deliver cohesive experiences.
• Experience conducting and applying user research to inform service and journey design decisions.
• Strong systems-thinking mindset, with the ability to understand and design for interconnected products, processes, and stakeholders.
• Solid understanding of inclusive design and accessibility standards, and how to apply them at a journey and service level.
• Strong communication and storytelling skills, with experience influencing senior, cross-functional stakeholders.

Responsibilities

• Lead the definition of end-to-end investment funding journeys, spanning direct and indirect customer experiences across channels, products, and platforms
• Develop and execute journey-led design and research strategies that align business objectives, regulatory constraints, and user needs across multiple product areas
• Create and socialize future-state service propositions, experience maps, service blueprints, and journey narratives to guide cross-team decision-making
• Partner closely with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape cohesive service experiences across the ecosystem
• Work with UX Research and Data to plan, conduct, and synthesize research that informs and validates journey and service design outcomes
• Identify fragmentation, pain points, and opportunities across the investment funding lifecycle, and translate insights into actionable design recommendations
• Communicate complex service and systems thinking clearly through storyboards, blueprints, prototypes, and executive-ready narratives
• Mentor and guide designers and partners, fostering a culture of journey-led, customer-centric thinking

Skills

Experience Design

Service Design

Journey Mapping

Stakeholder Influence

Systems Thinking

Job description

Shape the future of investment funding experiences across Wealth Management by designing cohesive, end-to-end journeys that connect products, platforms, and teams.

As an Experience Design Vice President focused on Investment Funding, you will play a critical role in defining and delivering journey-led experiences that span digital, advisor, and operational touchpoints. You will bring a strong service-design and systems-thinking mindset to complex problem spaces, partnering across Product, Engineering, Operations, Risk, Compliance, and Legal to stitch together seamless, customer-centric experiences.

Job responsibilities

• Lead the definition of end-to-end investment funding journeys, spanning direct and indirect customer experiences across channels, products, and platforms
• Develop and execute journey-led design and research strategies that align business objectives, regulatory constraints, and user needs across multiple product areas
• Create and socialize future-state service propositions, experience maps, service blueprints, and journey narratives to guide cross-team decision-making
• Partner closely with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data to shape cohesive service experiences across the ecosystem
• Work with UX Research and Data to plan, conduct, and synthesize research that informs and validates journey and service design outcomes
• Identify fragmentation, pain points, and opportunities across the investment funding lifecycle, and translate insights into actionable design recommendations
• Communicate complex service and systems thinking clearly through storyboards, blueprints, prototypes, and executive-ready narratives
• Mentor and guide designers and partners, fostering a culture of journey-led, customer-centric thinking

Required Qualifications, Capabilities, and Skills

• 5+ years of experience in Experience Design, Product Design, or Service Design, with a strong focus on end-to-end customer journeys
• Proven experience creating journey maps, service blueprints, storyboards, and future-state experience concepts for complex systems
• Demonstrated ability to connect work across multiple teams, platforms, and constraints to deliver cohesive experiences
• Experience conducting and applying user research to inform service and journey design decisions
• Strong systems-thinking mindset, with the ability to understand and design for interconnected products, processes, and stakeholders
• Solid understanding of inclusive design and accessibility standards, and how to apply them at a journey and service level
• Strong communication and storytelling skills, with experience influencing senior, cross-functional stakeholders

Preferred Qualifications, Capabilities, and Skills

• Experience working within financial services, wealth management, or regulated environments
• Comfort facilitating workshops, co-creation sessions, and journey alignment discussions with senior stakeholders
• Experience shaping experience-led metrics or success measures in partnership with Product and Data
• Prior design leadership or mentoring experience