Senior Associate Service Designer

As a Service Designer Senior Associate on the One Chase Experience Platform team, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor, you will participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making, contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.

This position will design experiences and services that support the development of the JP Morgan Private Client offering. The Private Client offering serves affluent households by providing concierge banking, personalized wealth advice, and access to the best of JP Morgan Chase. In this role, you will collaborate with cross-functional teams to create solutions that attract and engage affluent customers across all business channels. The team will focus on delivering seamless, high-touch experiences in human, digital, and retail environments. Your work will help acquire new clients and deepen relationships with existing ones, ensuring our affluent customers receive exceptional service at every touchpoint.

Job Responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity.
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations, ensuring the development of inclusive and accessible products and services.
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions, identifying areas for improvement and innovation.
• Design and facilitate workshops to inform service journey maps and blueprints.
• Create experience maps and service prototypes that illustrate customer journeys.
• Operate with an iterative design mindset, incorporating user feedback and insights to continuously improve the overall customer journey experiences of our offerings.
• Create presentations and present findings to stakeholders and team members.

Required Qualifications, Capabilities, and Skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences.
• Proven ability in drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base.
• Proficient knowledge of design thinking and user experience design principles, with the ability to apply them to projects of moderate scope spanning multiple products or disciplines.
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions.
• Demonstrated visual design expertise and ability to visualize complex concepts.
• Presentation design capability and strong presentation skills.

Preferred Qualifications, Capabilities, and Skills

• Proven expertise in designing exceptional experiences for affluent customer segments in industries such as luxury goods and services, hospitality, financial services, travel, or other industries that cater to clients with white glove service models.
• Deep understanding of the affluent banking landscape, including specialized service offerings, premium products, and tailored service models.
• Understanding of Customer Relationship Management systems, basic architecture, and business value.
• Demonstrated understanding of how design connects with broader business value.