VP, Experience Design - Small Business Banking Innovator

JPMorgan Chase & Co.; New York (NY); On-site; USD 150,000 - 230,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Senior Design Strategist in the Design & Customer Experience (DCE) team for Business Banking. The role focuses on holistic experience strategies, new concepts, and scalable systems to serve small business customers with deep empathy.

You will collaborate with cross-functional teams, mentor designers, and advance inclusive and accessible experiences that boost customer and employee outcomes.

Qualifications

• 5–7+ years of experience in user experience, service design, design thinking, and design research.
• BFA or BA in a field related to AI and/or digital product design.
• Experience using a diverse set of methods and tools drawn from different functions, including AI creative technologist, behavioral design, futurist, interaction design, human-centered design, and systems thinking.
• Experience in rapid prototyping and testing, with familiarity using leading industry tools such as Figma, Claude Code, and VS Code; portfolio includes lo-fi and hi-fi examples.
• Adept and empathic human-centered designer, creative thinker, and thought leader who can conceive and articulate service experiences that consider physical and digital interactions; portfolio includes breadth of work.
• Experience in digital product development; portfolio includes opportunity sizing, competitive analysis, MVP definition, and solution delivery.
• Familiar with the intricacies of discovering, defining, designing, and delivering omnichannel experiences at scale.
• Excellent written and verbal communication skills, including the ability to clearly present concepts and justify design decisions.
• Comfortable with ambiguity; can work independently with initiative, and collaborate easily and productively with teams.
• Awareness and practical understanding of current AI technologies, including their application and relevance to digital experiences.
• Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment, and can work autonomously.

Responsibilities

• Participate in a multidisciplinary team of researchers, product designers, technologists, and business experts to identify new opportunities that create value for customers and achieve shared goals.
• Synthesize inputs from user research, competitor analysis, business requirements, and data into compelling opportunities and visions, and lead planning to turn insight into action.
• Create visual artifacts that capture insights, convey ideas, and inspire new thinking.
• Identify, create, and test concepts by prototyping at increasing levels of fidelity.
• Develop, scope, and lead omnichannel design strategy initiatives with internal partners across Design, Technology, Product, Data, Service, Operations, Sales, and the business.
• Work hands-on with internal teams to deliver inspiring designs, concepts, and frameworks that consider customer desirability, technical feasibility, and business needs.
• Communicate effectively to socialize work, build support for deliverables, influence roadmaps, and drive alignment among stakeholders with diverse needs.
• Advocate for a human-centered design process and lead core practices and artifacts (mindsets, personas, Jobs to Be Done, end-to-end journeys, service blueprints, prototypes, frameworks).

Skills

UX design

Design thinking

Research methods

Prototyping

Communication

Collaboration

Education

Bachelor's degree in AI/digital product design

Tools

Figma

Claude Code

VS Code

Job description

JPMorgan Chase & Co. is seeking a Senior Design Strategist in the Design & Customer Experience (DCE) team for Business Banking. The role focuses on holistic experience strategies, new concepts, and scalable systems to serve small business customers with deep empathy.

You will collaborate with cross-functional teams, mentor designers, and advance inclusive and accessible experiences that boost customer and employee outcomes.