VP, Service Design & AI-Driven Experience Strategy

JPMorgan Chase & Co.; Columbus (OH); On-site; USD 180,000 - 270,000; Full time

Job summary

JPMorgan Chase & Co. Corporate Technology is seeking a Service Design Vice President to shape end-to-end employee experiences using AI-enabled solutions and systems thinking.

This role partners with leadership, product, engineering, and business teams to translate strategic insights into actionable experience strategies across Corporate Responsibility and Morgan Health. You will lead Day in the Life research, synthesize findings, and scale service design methods to improve workflows and

Qualifications

• 5+ years of experience in service design, experience design, or related field focusing on end-to-end experiences.
• Proven record in innovative service design projects including journey mapping and service blueprinting.
• Ability to translate strategic direction into actionable outputs across business, design, product, and engineering teams.
• Experience collaborating with leadership and product teams to enable new ways of working.
• Experience with AI-enabled tools for research synthesis and concept framing is a plus.

Responsibilities

• Develop and implement a comprehensive strategy focusing on direct and indirect experiences across multiple products and platforms.
• Lead service design and workflow discovery engagements across Corporate Responsibility and Morgan Health Technology.
• Design service blueprints and document processes with inclusive design principles for seamless experiences.
• Create experience maps and service prototypes illustrating customer journeys with iterative refinements.
• Translate workflow insights into early-stage concepts and prototypes using AI tools to accelerate alignment with product and engineering teams.
• Operate autonomously to translate strategy into actionable outputs bridging business context and technology.

Skills

Service design

Experience design

Systems thinking

Stakeholder management

AI-enabled solutions

Job description

JPMorgan Chase & Co. Corporate Technology is seeking a Service Design Vice President to shape end-to-end employee experiences using AI-enabled solutions and systems thinking.

This role partners with leadership, product, engineering, and business teams to translate strategic insights into actionable experience strategies across Corporate Responsibility and Morgan Health. You will lead Day in the Life research, synthesize findings, and scale service design methods to improve workflows and