Experience Strategy Lead - Service Design & Innovation

Next Frontier Capital; Wilmington (DE); On-site; USD 180,000 - 250,000; Full time

Job summary

Chase seeks a Service Design Executive Director within Consumer & Community Bank Design & Customer Experience (DCE) to lead end-to-end customer experiences across products and services. You will steer service strategy plans, align with business goals, and collaborate with cross-functional teams, fostering inclusive design and mentoring your staff toward excellence.

The role emphasizes advanced service design principles, scalability of systems, and delivering holistic solutions that enhance

Qualifications

• 7+ years of experience in service design
• Ability to formulate service design strategies considering people, props, and processes
• Demonstrated proficiency in systems thinking and complex tech systems
• Experience leading cross-functional teams and mentoring in service design methodologies
• Knowledge of accessibility guidelines and assistive technologies and applying them to improve strategies

Responsibilities

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

Skills

Service design

Systems thinking

Cross-functional leadership

Accessibility

Inclusive design

Experience design

AI in service design

Job description

Chase seeks a Service Design Executive Director within Consumer & Community Bank Design & Customer Experience (DCE) to lead end-to-end customer experiences across products and services. You will steer service strategy plans, align with business goals, and collaborate with cross-functional teams, fostering inclusive design and mentoring your staff toward excellence.

The role emphasizes advanced service design principles, scalability of systems, and delivering holistic solutions that enhance