Vice President, Service Design & Customer Experience

Testing Site - JPMC; Wilmington (DE); On-site; USD 170,000 - 210,000; Full time

Job summary

Testing Site - JPMC is seeking a Vice President of Service Design to shape end-to-end customer experiences within Consumer and Community Banking. You will lead cross-functional teams to craft journey maps, service blueprints, and prototypes for innovative solutions aligned with business goals.

You will drive inclusive, accessible experiences, guided by service design principles, and present strategic recommendations to senior stakeholders to inform prioritization and success metrics.

Qualifications

• 5+ years of experience in service design, experience design, or related field focusing on end-to-end customer experiences
• Proven record in journey mapping, service blueprinting, and storyboarding
• Experience creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams, facilitate collaboration, and drive consensus
• Experience with fast-paced iterative design involving frequent testing and refining concepts
• Demonstrated ability to create visual representations of user journeys including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes

Responsibilities

• Develop and implement a comprehensive service strategy across multiple products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities
• Design service blueprints and document processes and touchpoints with inclusive design principles
• Create experience maps and service prototypes to illustrate customer journeys with iterative refinement
• Collaborate with stakeholders and product partners to align customer-centric decision-making and prioritization
• Demonstrate the value of Service Design to senior stakeholders
• Direct self and others in planning, structuring, and executing work to high quality

Job description

Testing Site - JPMC is seeking a Vice President of Service Design to shape end-to-end customer experiences within Consumer and Community Banking. You will lead cross-functional teams to craft journey maps, service blueprints, and prototypes for innovative solutions aligned with business goals.

You will drive inclusive, accessible experiences, guided by service design principles, and present strategic recommendations to senior stakeholders to inform prioritization and success metrics.