Head of Infrastructure Platform Experience Design

Archer; Palo Alto (CA); On-site; USD 250,000 - 330,000; Full time

Job summary

JPMorganChase in Palo Alto seeks an Executive Director to lead Infrastructure Platforms Experience Design. You will manage a team of designers delivering UX for backend infrastructure products, set vision and operating model, and drive standards of quality across UI, APIs, documentation, and support journeys.

You will partner with product managers and engineers to translate insights into opportunities, establish governance to scale research and service design, and influence cross-domain roadmaps

Qualifications

• 7+ years delivering experience design or service design in complex enterprise settings.
• Proven ability to lead designers, coach performance, and build team culture.
• Demonstrated service design methods (blueprints, journey maps) and research facilitation.
• Strong understanding of infrastructure platform concepts (networking, cloud, compute/storage).

Responsibilities

• Manage, coach, and develop a team of designers; set goals and maintain design standards across domains.
• Define and execute an experience strategy aligned to adoption, self-service, and efficiency.
• Lead qualitative and quantitative research to understand infrastructure personas and workflows.
• Assess market patterns and inform strategy, investments, and differentiation.
• Create service blueprints, journey maps, and workflow maps across request-to-fulfillment and support paths.
• Translate insights into problem statements and prioritized recommendations with product leadership.
• Collaborate with product managers and engineers to define experience requirements and success metrics.
• Promote customer-centered practices and governance to scale research and service design across Infrastructure Platforms.
• Drive inclusive, accessible experiences for enterprise tooling across platforms.

Skills

Design leadership

Experience design strategy

Service design/UX research

Infrastructure platforms fluency

Stakeholder management

Cross-functional collaboration

Job description

JPMorganChase in Palo Alto seeks an Executive Director to lead Infrastructure Platforms Experience Design. You will manage a team of designers delivering UX for backend infrastructure products, set vision and operating model, and drive standards of quality across UI, APIs, documentation, and support journeys.

You will partner with product managers and engineers to translate insights into opportunities, establish governance to scale research and service design, and influence cross-domain roadmaps