Service Design Senior Associate

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

Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.

As a Service Design Senior Associate in Operations, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions

Preferred qualifications, capabilities, and skills

• Experienceworking in complex business domains and/or large-scale enterprise environments
• Ability to understand and articulate how technical opportunities and constraints inform design solutions
• Translate complex user insights and behavioral data into actionable design recommendations that improve user satisfaction and business metrics