Infrastructure Platform Experience Design, Executive Director

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

Archer is collaborating with J.P. Morgan to connect them with exceptional professionals for this role.

Job Description

Lead and elevate the end-to-end customer experience for Infrastructure Platforms by managing a team of designers who deliver user experiences for backend infrastructure products and services (e.g., networking, compute, storage, database, cloud platform capabilities). As an Infrastructure Platform Experience Design, Executive Director within Infrastructure Platforms Product Management, you will set the vision and operating model for experience strategy, foundational research, and service design across multiple domains—establishing standards of quality, ensuring consistent delivery, and driving measurable improvements to customer outcomes.

This role blends customer experience leadership with deep user and market research, creating artifacts such as service blueprints and journey maps to identify pain points, define opportunities, and influence cross-functional roadmaps. You will partner closely with technical product managers, solution architects, and network/platform engineers to ensure experiences are coherent across platform surfaces (UI, workflows, APIs touchpoints, documentation and support journeys) and grounded in how infrastructure users actually work.

Job Responsibilities

• Manage, coach, and develop a team of designers; set goals, ensure high-quality outputs, and maintain consistent design practices across domains.
• Define and execute an experience strategy aligned to business priorities (adoption, self-service enablement, reduced friction, operational efficiency, customer satisfaction).
• Lead and/or oversee qualitative and quantitative research to understand infrastructure personas (e.g., network engineers, SREs, platform operators, application teams), their workflows, constraints, and decision drivers.
• Assess market patterns and competitor experiences for infrastructure platforms/tools to inform strategy, investment decisions, and differentiation.
• Create and operationalize service blueprints, journey maps, and workflow maps to capture end-to-end experiences across request-to-fulfillment, operations, support, and incident paths.
• Translate insights into clear problem statements, opportunity sizing, experience principles, and prioritized recommendations in partnership with product leadership.
• Collaborate with technical product managers and engineering teams to define experience requirements, success metrics, and acceptance criteria; ensure outcomes are cohesive across products and services.
• Drive adoption of customer-centered practices across product domains; establish rituals, templates, and governance that scale research and service design across Infrastructure Platforms.
• Promote inclusive, accessible, and usable experiences for complex enterprise tooling, ensuring consistency across platform surfaces and user journeys.

Required Qualifications, Capabilities, And Skills

• 7+ years of experience in experience design, service design, UX research/strategy, or related fields, including delivery in complex enterprise environments.
• People management experience leading designers, including hiring, coaching, performance management, and building strong team culture.
• Demonstrated ability to drive customer experience strategy using service design methods (service blueprints, journey mapping, workflow analysis, pain point identification and prioritization).
• Strong capability in foundational research (study design, facilitation, synthesis, storytelling) and converting insights into product direction and measurable outcomes.
• High degree of technical fluency in infrastructure platforms and enterprise technology concepts (e.g., networking fundamentals, cloud, compute/storage/database, identity/access, APIs, observability).
• Proven ability to partner effectively with technical product managers and engineers (including network/platform engineers) and influence roadmaps through evidence and clarity.
• Excellent stakeholder management and communication skills, including executive-level storytelling and alignment across multiple product areas.

Preferred Qualifications, Capabilities, And Skills

• Experience supporting Infrastructure Technology products such as Storage, Database, Compute, and Networking across public and private cloud environments.
• Experience with platform experiences such as self-service portals/console UX, provisioning workflows, service catalogs, entitlement/access flows, operational tooling, and incident/support journeys.
• Experience applying Jobs To Be Done (JTBD) (or similar frameworks) to uncover unmet needs and connect research insights to product strategy and prioritization.
• Familiarity with accessibility and inclusive design principles as applied to enterprise tools and complex information environments.

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase's review of criminal conviction history, including pretrial diversions or program entries.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.