Service Design & UX Strategy Director

J.P. Morgan; New York (NY); On-site; USD 260,000 - 340,000; Full time

Job summary

Chase is seeking a Service Design Executive Director within Consumer & Community Bank Design & Customer Experience to lead end-to-end customer experiences across products and services. You will shape service strategy, mentor a diverse team, and collaborate with cross-functional partners to deliver customer-centric solutions that align with business goals.

Your deep expertise in service design, accessibility, and inclusive design practices will guide initiatives that improve journeys, reduce

Qualifications

• 7+ years of experience in service design focusing on end-to-end direct and indirect customer experiences.
• Proven ability to formulate service design strategies considering people, props, and processes to enhance experiences.
• Demonstrated systems thinking to manage complex tech for scalable, reliable delivery.
• Experience leading cross-functional teams and mentoring in inclusive design practices.
• Knowledge of accessibility guidelines and assistive technologies applied to service 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

Service design strategy

Systems thinking

Cross-functional leadership

Inclusive design

AI tools in service design

Tools

AI tools

Experience mapping tools

Job description

Chase is seeking a Service Design Executive Director within Consumer & Community Bank Design & Customer Experience to lead end-to-end customer experiences across products and services. You will shape service strategy, mentor a diverse team, and collaborate with cross-functional partners to deliver customer-centric solutions that align with business goals.

Your deep expertise in service design, accessibility, and inclusive design practices will guide initiatives that improve journeys, reduce