JPMorgan Chase User Experience Service Design Lead - VP in Plano, Texas
We are looking for an experienced service designer who is an amazing systems thinker and a great UX designer with a passion for innovation. Designing and delivering integrated service experiences across lines of business will require someone who is comfortable identifying core jobs-to-be-done for front line employees and customers alike through research and designing service prototypes to explore value creation across products, channels, and the JP Morgan Chase service ecosystem. Ultimately, this leader and team will design more streamlined end to end service experiences and challenge how we think of creating value from selling products to solving needs with the right product at the right time, in the right channel. We are currently building a brand new team to support this work and bring to life new services experiences across in partnership with peers in Product Management, Data and Engineering.
Success in this role comes from understanding the customer and business needs, strong collaboration with your peers, thoughtful planning and coordination across product development teams, taming complexity for our customers and employees, and leading the full range of design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and to delivery of final designs. Service Design leaders with understanding of Salesforce products and capabilities will be required to be successful in this role. Additionally, managers look after the people on the team, through mentorship, professional development, and career-building.
Realize success through building impactful design teams
In partnership with your leadership, lead the creative efforts for your team, across multiple parallel workstreams, establishing a vision for where the work is headed, and establishing a shared understanding of quality
Plan and structure work across multiple design/product teams
Bring a service-centered design perspective to discussions around product vision, roadmap, and requirements with Product-level leadership and partners
Present the team's work to cross-functional EDs, MDs and other executives
Manage a team of Service Designers, Product Designers and Content Designers, including 1:1s, professional development, performance reviews, etc.
Keep designers (and cross-functional peers) focused on design and business objectives, so they're designing for impact
Required Qualifications, Capabilities and Skills
6+ years of Design Thinking or Service Design experience in practice managing, mentoring and leading design teams
Bachelor's Degree in relevant design discipline (e.g., Service Design, Interaction Design, Human Computer Interface, User Experience Design), with academic and deep applied knowledge in some of the following areas: Service Design, Customer Experience, Employee Experience, Research, User Experience Design, Product Design, Organizational Design, Strategic Design, Business Design or equivalent experience
Hands-on experience of designing for a variety of digital touch-points and non-digital channels including creating journey maps, service blueprints and prototypes
Success at bringing a range of people into the research and design process, including cross-functional partners (product managers, data, engineers, stakeholders from the business) and leading a program of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
Excellent facilitation skills with comfort employing a variety of methods and techniques to run complex design-led workshops (e.g., Service Blueprinting, Co-Creation, Service Prototyping), combined with excellent storytelling, communication, presentation and collaboration skills to drive partners toward outcomes and communicate impact to leaders and executives alike
Proficiency with MS Office as well as design and prototyping tools such as Adobe, Figma, InVision, or other similar, remote collaboration tools and project management tools such as Zoom, Figma, Jira, Confluence, etc.
Knowledge and experience designing in Salesforce environments (e.g., Sales Cloud, Marketing Cloud, Service Cloud, Experience Cloud), using Salesforce Lightning Design System in rapid iterative service prototyping cycles
Preferred Qualifications, Capabilities and Skills
Masters Degree in related design discipline (e.g., Service Design, Interaction Design, Human Computer Interface, User Experience Design)
Contribute to the Service Design community at JP Morgan Chase through coaching, mentoring and sharing service design methods, mindsets, frameworks and assets
Comfortable with structuring and planning design work in cross-functional contexts
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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.
Equal Opportunity Employer/Disability/Veterans
Jersey City,NJ $133,000.00 - $180,000.00 / year; Brooklyn,NY $133,000.00 - $180,000.00 / year