User Experience Strategy Lead, Executive Director

Next Frontier Capital; Wilmington (DE); On-site; USD 180,000 - 250,000; Full time

Job summary

Chase seeks a Service Design Executive Director within Consumer & Community Bank Design & Customer Experience (DCE) to lead end-to-end customer experiences across products and services. You will steer service strategy plans, align with business goals, and collaborate with cross-functional teams, fostering inclusive design and mentoring your staff toward excellence.

The role emphasizes advanced service design principles, scalability of systems, and delivering holistic solutions that enhance

Qualifications

• 7+ years of experience in service design
• Ability to formulate service design strategies considering people, props, and processes
• Demonstrated proficiency in systems thinking and complex tech systems
• Experience leading cross-functional teams and mentoring in service design methodologies
• Knowledge of accessibility guidelines and assistive technologies and applying them to improve strategies

Responsibilities

• Set and direct strategic plans for service design and align business goals with customer focus across the organization
• Lead and mentor a diverse team to create journey maps and service blueprints and promote coaching
• Spearhead innovation by integrating service design with experience strategy for customer-centric journeys
• Develop methods to track and monitor customer journey experiences to reduce friction for diverse segments

Skills

Service design

Systems thinking

Cross-functional leadership

Accessibility

Inclusive design

Experience design

AI in service design

Job description

Seize the opportunity to shape the future of customer experiences through visionary service design leadership and strategic team development.

As a Service Design Executive Director in Consumer & Community Bank Design & Customer Experience (DCE), you will lead the development and implementation of innovative, end-to-end customer experiences across our products and services. Leveraging your expertise in service design, spearhead the development and delivery of service strategy plans, aligning our products and services with business objectives and user needs. Your role involves collaborative efforts with cross-functional teams, nurturing a culture of inclusivity, and mentoring your team towards service delivery excellence. Your advanced knowledge in service design principles will empower you to guide holistic solutions that enhance both direct and indirect customer experiences, contributing significantly to the organization's long-term success.

Job 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

Required qualifications, capabilities, and skills:

• 7+ years of experience or equivalent expertise in service design, specializing in developing end-to-end direct and indirect customer experiences
• Proven ability to formulate service design strategies that consider people, props, and processes to enhance customer and employee experiences
• Demonstrated proficiency in systems thinking, with an understanding of complex technological systems to ensure optimal performance, scalability, and reliability
• Demonstrated experience in leading cross-functional teams, enhancing collaboration, and mentoring team members in service design methodologies and inclusive design practices
• Prior experience with experience design principles, accessibility guidelines, and assistive technologies, applying these insights to improve service design strategies and comply with industry standards

Preferred qualifications, capabilities, and skills:

• 7+ years of experience supporting enterprise organizations and internal functions specifically focused on technology organizations.
• A passion for leveraging AI tools to drive efficiency and productivity in service design and research tasks.
• A solid understanding of how AI tools and capabilities are changing enterprise organizations specifically technology & development teams.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction. Lead service design innovation, driving end-to-end exceptional customer experiences with a focus on strategy and team mentorship.