Senior Service Design Associate: Transform Customer Journeys

Testing Site - JPMC; Columbus (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Testing Site - JPMC in Columbus seeks a Service Design Senior Associate in Operations to shape end-to-end customer and employee experiences within financial services. You will apply service design principles, identify gaps, and contribute to strategy and continuous product improvement.

You will draft journeys, maps, and blueprints; collaborate with cross-functional teams; lead workshops; and translate insights into innovative, inclusive solutions that enhance customer satisfaction.

Qualifications

• 3+ years in service design focusing on customer and employee experiences in financial services.
• Experience drafting service blueprints and journey maps for diverse customers.
• Inclusive design with accessible products and services.
• Strong knowledge of UX design principles across multiple products.
• Experience with iterative design, storyboarding, and information architecture.

Responsibilities

• Design end-to-end service experiences and draft blueprints for moderate complexity features.
• Collaborate with cross-functional teams to identify user needs and ensure accessible products.
• Draft journeys and service blueprints to visualize and optimize processes.
• Participate in workshops to gather customer insights for improvements.
• Create experience maps and prototypes illustrating customer journeys.
• Iterate design with feedback to improve overall journeys.

Skills

Service design

End-to-end UX

Inclusive design

Accessibility guidelines

User experience design

Storyboarding

Information architecture

Workshop facilitation

Cross-functional collaboration

Job description

Testing Site - JPMC in Columbus seeks a Service Design Senior Associate in Operations to shape end-to-end customer and employee experiences within financial services. You will apply service design principles, identify gaps, and contribute to strategy and continuous product improvement.

You will draft journeys, maps, and blueprints; collaborate with cross-functional teams; lead workshops; and translate insights into innovative, inclusive solutions that enhance customer satisfaction.