Service Design & Experience Strategy Director

Fairygodboss; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Chase is seeking a Service Design Executive Director to shape end-to-end customer experiences across our Consumer & Community Banking division. You will lead strategic service design initiatives, align design with business goals, and mentor a diverse team to deliver scalable solutions.

This role requires a deep understanding of service design principles, accessibility, and inclusive design, guiding cross-functional collaboration to improve both direct and indirect customer experiences.

Qualifications

• 7+ years of service design experience focusing on end-to-end customer experiences.
• Proven ability to formulate service design strategies considering people, props, and processes.
• Strong systems thinking to handle complex tech ecosystems.
• Experience leading cross-functional teams and mentoring staff.
• Familiarity with accessibility guidelines and inclusive design.

Responsibilities

• Set and direct strategic plans for service design and align business goals and foster a customer-focused approach across the organization.
• Lead and mentor a diverse team of service design professionals to create journey maps and service blueprints and promote professional development and performance coaching.
• Spearhead innovation by integrating service design practices with experience strategy to ensure a customer-centric approach across all experience journey touchpoints.
• Develop methods to track and monitor customer journey experiences to reduce friction for diverse customer segments.

Skills

Service design leadership

Team mentoring

Cross-functional leadership

Systems thinking

Inclusive design

Job description

Chase is seeking a Service Design Executive Director to shape end-to-end customer experiences across our Consumer & Community Banking division. You will lead strategic service design initiatives, align design with business goals, and mentor a diverse team to deliver scalable solutions.

This role requires a deep understanding of service design principles, accessibility, and inclusive design, guiding cross-functional collaboration to improve both direct and indirect customer experiences.