Service Design Senior Associate

Testing Site - JPMC; New York (NY); Presencial; USD 120 000 - 160 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Service design

User experience design

Inclusive design

Journey mapping

Storyboarding

Research programs

Descrição da oferta de emprego

AI is rapidly changing the face of the customer experience. With Agentic, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is creating these new experiences with a platform approach to enable our Lines of Business.

As a Service Design Senior associate in Digital 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 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.

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
• Collaborate with multidisciplinary partners(technology, data & analytics, product, and design) to frame key questions about how people interact with emerging technologies, maintaining a dynamic backlog of research and insights.
• Adopt a builder’s mindset—bringing perspective, polish, and presence while working with agility, curiosity, and creativity to imagine the future and help create the conditions needed to test concepts that may not yet exist.

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
• Experience in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.

Preferred qualifications, capabilities, and skills

• Experience in service design for user-facing AI/ML applications and/or workflows
• Advanced education in Design, Sociology, anthropology, or related field preferred