Head of Infrastructure Platform Experience

Next Frontier Capital; Palo Alto (CA); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health benefits

On-site wellness centers

Retirement plan

Tuition reimbursement

Mental health support

Financial coaching

Job summary

JPMorgan Chase & Co. is seeking an Executive Director of Infrastructure Platform Experience Design to lead a design team and set the vision for experience strategy across backend infrastructure products and services.

You will partner with PMs, solution architects, and engineers to ensure cohesive experiences across UI, APIs, documentation, and support journeys. The role blends customer experience leadership with research, producing service blueprints and journey maps to identify pain points and

Qualifications

• 7+ years of experience in experience design, service design, UX research/strategy, or related fields, including delivery in complex enterprise environments.
• Proven ability to lead and grow design teams, including hiring, coaching and performance management.
• Ability to drive customer experience strategy using service design methods (service blueprints, journey mapping, workflow analysis).
• Strong foundational research skills (study design, facilitation, synthesis, storytelling) and translating insights into product direction and measurable outcomes.
• High technical fluency in infrastructure platforms and enterprise tech concepts (networking, cloud, compute/storage, APIs, observability).
• Demonstrated ability to partner with technical PMs and engineers and influence roadmaps.

Responsibilities

• Manage, coach, and develop a team of designers; set goals and ensure high-quality outputs across domains.
• Define and execute an experience strategy aligned to adoption, self-service enablement, reduced friction, and customer satisfaction.
• Lead qualitative and quantitative research to understand infrastructure personas and their workflows.
• Assess market patterns and competitor experiences to inform strategy and investment decisions.
• Create and operationalize service blueprints, journey maps, and workflows across demand-to-fulfillment, operations, support, and incident paths.
• Translate insights into problem statements, opportunity sizing, and prioritized recommendations with product leadership.
• Collaborate with PMs and engineering to define experience requirements, success metrics, and acceptance criteria.
• Drive adoption of customer-centered practices across product domains; establish governance for scalable research and design.
• Promote inclusive, accessible experiences for complex enterprise tooling across platform surfaces and journeys.

Skills

People management

UX strategy

Service design

Executive storytelling

Infra platforms

Job description

JPMorgan Chase & Co. is seeking an Executive Director of Infrastructure Platform Experience Design to lead a design team and set the vision for experience strategy across backend infrastructure products and services.

You will partner with PMs, solution architects, and engineers to ensure cohesive experiences across UI, APIs, documentation, and support journeys. The role blends customer experience leadership with research, producing service blueprints and journey maps to identify pain points and