Experience Design Vice President

J.P. Morgan; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

A leading financial institution is seeking an Experience Design Vice President to shape the investment funding experience. The role involves designing customer journeys that connect products and teams, focusing on service design and systems-thinking. Candidates should have over 5 years of experience in Experience Design and the ability to lead cross-functional collaboration. Responsibilities include defining strategies and communicating design concepts effectively. This position offers an opportunity to significantly influence customer-centric service experiences.

Qualifications

• 5+ years of experience in Experience Design, Product Design, or Service Design.
• Proven experience creating journey maps, service blueprints, and storyboards.
• Experience conducting user research to inform design decisions.

Responsibilities

• Lead the definition of end-to-end investment funding journeys.
• Develop journey-led design strategies that align business objectives.
• Communicate service and systems thinking through storyboards and blueprints.

Skills

Experience Design

Product Design

Service Design

User Research

Systems Thinking

Communication Skills

Mentoring

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