User Experience Service Designer

J.P. Morgan; Plano (TX); Remote; USD 120,000 - 150,000; Full time

Job summary

A leading financial institution in Texas is seeking a Service Design Vice President to shape exceptional customer experiences in Wealth Management. The role involves implementing comprehensive service strategies, leading teams in creating service blueprints, and enhancing customer satisfaction through innovative design solutions. Candidates should have over 5 years of experience in service design and proficiency in design tools like Figma. This role allows for remote work and collaboration across diverse teams.

Qualifications

• 5+ years of experience in service design or experience design.
• Proven record in innovative service design projects.
• Ability to work in cross-functional teams.

Responsibilities

• Develop and implement a comprehensive service strategy.
• Lead cross-functional teams to create service blueprints.
• Design service blueprints and document processes.

Skills

Service design

Experience design

Journey mapping

Storyboarding

Cross-functional collaboration

Communication

Figma

PowerPoint skills

Job description

Contribute to innovative experience design and strategy, blending user needs with business goals in the dynamic environment of Wealth Management. Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution.

As a Service Design Vice President in Wealth Management, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. Apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement.
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences.
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field.
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
• Expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
• Strong communication skills to articulate design decisions to stakeholders.
• Ability to work independently and remotely on team projects.
• Fluency with Figma, Figjam, and the latest design tools.
• Strong PowerPoint and deck-building skills.
• Strong leadership skills to build alignment across diverse teams.

Preferred Qualifications, Capabilities, and Skills

• Experience in wealth management, investments, banking, or other financial domain.