Service Design Lead — Client Experience

JP Morgan Chase; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. in New York is seeking a Client Service Delivery Associate within JPMorgan Asset Management, focusing on Alternative Products. You’ll improve client experiences and service interactions by applying service design to drive continuous improvement.

You’ll collaborate with leaders across teams to develop reports, map journeys, and blueprint services, ensuring accessible, high-quality solutions for a diverse client base. Independence and teamwork balance, strategic input expected.

Qualifications

• 3+ years of experience in financial services or private markets, focusing on service design.
• Skilled at creating service blueprints, journey maps, and storyboards for a wide range of customers.
• Experience in inclusive design and accessibility, making sure products work for all users.
• Strong understanding of user experience design principles and applying them to various projects.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and able to create effective executive presentations.
• Excellent written and verbal communication skills with strong attention to detail.

Responsibilities

• Work with leaders to create clear management reports that show business results, budgets, and resource needs.
• Analyze data and prepare executive presentations using Microsoft Office.
• Design and improve service experiences and create service blueprints for product features.
• Collaborate with different teams to understand user needs and help build inclusive, accessible products and services.
• Create journey maps and service blueprints to visualize and improve service processes and customer interactions.
• Join workshops to gather customer feedback and find ways to improve their experience.
• Help develop experience maps and service prototypes that show customer journeys.
• Use an iterative design approach, regularly updating customer journeys based on user feedback.

Skills

Service design

Journey maps

Blueprints

Inclusive design

UX principles

Microsoft Office

Communication

Executive presentations

Tools

Microsoft Office

Job description

JPMorgan Chase & Co. in New York is seeking a Client Service Delivery Associate within JPMorgan Asset Management, focusing on Alternative Products. You’ll improve client experiences and service interactions by applying service design to drive continuous improvement.

You’ll collaborate with leaders across teams to develop reports, map journeys, and blueprint services, ensuring accessible, high-quality solutions for a diverse client base. Independence and teamwork balance, strategic input expected.