Senior Service Design for End-to-End CX

Testing Site - JPMC; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Testing Site - JPMC is seeking a Service Design Senior associate to drive end-to-end customer and employee experiences within Digital. You will draft service blueprints, journey maps, and prototypes while collaborating with technology, data, analytics, product, and design teams to explore how people interact with emerging technologies.

The role emphasizes strategic thinking, iterative design, and the ability to guide peers in developing accessible and inclusive product experiences across

Qualifications

• 3+ years of experience in service design focusing on end-to-end customer and employee experiences in financial services.
• Proven ability to draft service blueprints and journey maps for diverse customer bases.
• Experience with inclusive design, accessibility guidelines, and assistive technology.
• Knowledge of user experience design principles across multiple products or disciplines.
• Experience with iterative design, storyboarding, and information architecture.
• Experience in rapid research programs at tech companies with innovative approaches.

Responsibilities

• Design and implement end-to-end service experiences and draft service blueprints for features of moderate complexity.
• Collaborate with cross-functional teams to identify user needs and ensure inclusive products and services.
• Draft journey maps and service blueprints to visualize and optimize processes and touchpoints.
• Participate in workshops to gather customer insights to identify improvements along the journey.
• Assist in creating experience maps and service prototypes illustrating customer journeys.
• Iterate with user feedback to continuously improve overall customer journeys across offerings.
• Collaborate with technology, data & analytics, product, and design to frame questions about interactions with emerging technologies.
• Adopt a builder’s mindset, bringing perspective and polish while working with agility, curiosity, and creativity to test future concepts.

Skills

Service design

User experience design

Inclusive design

Journey mapping

Storyboarding

Research programs

Job description

Testing Site - JPMC is seeking a Service Design Senior associate to drive end-to-end customer and employee experiences within Digital. You will draft service blueprints, journey maps, and prototypes while collaborating with technology, data, analytics, product, and design teams to explore how people interact with emerging technologies.

The role emphasizes strategic thinking, iterative design, and the ability to guide peers in developing accessible and inclusive product experiences across