Finance

Lead Service Designer, VP

Archived
Full Time

JPMorgan Chase & Co.

Job Description

Chase is looking for a Service Designer that shapes the end-to-end journey of our products and services, enabling users to achieve their goals, and the business deliver an outcome. Your work may involve the creation of, or change to processes, products, and content across both digital and offline channels provided by different areas of the business. You may come from many backgrounds, and we are interested in those who, in addition to being an experienced Service Design practitioner, has depth in one or more of the following areas: Research, UX Design, Visual Design, Prototyping, Business Design and Value Proposition.

As a Service Designer within the Design and Customer Experience team, you will be a key contributor, working across departments and teams to design impactful end-to-end experiences that enhance the experience of our customers and help empower our employees so that they are equipped to deliver exceptional service; both for happy paths, as well as service-recovery scenarios. While the primary focus will be on customer touchpoints and tools, you will also consider how additional functions like digital products, program, data, insights, and clients contribute to ensure that we build holistic and connected end-to-end service experiences.

This is a hands-on designer role, and you will collaborate with a multi-disciplinary team that includes researchers, UX designers, product designers, content writers, product managers, engineers, and business partners who share your passion for delivering unique and innovative financial products and services of all kinds.

Service Design: You have a suite of design tools at the ready to build first-class services:

  • Lead holistic service design activities leveraging a variety of human-centered design methods and frameworks
  • Discovery: Plan, conduct, report-on, and advocate for a variety of research methodologies to synthesize and communicate insights.
  • Identify user types, scenarios, journeys, flow/decision maps and produce relevant documentation to convey vision
  • Co-creation: facilitate collaborative workshops. Partner with other designers from our team as well as other designers, technologists and product managers across the firm
  • Design and prototyping: create solutions ranging from a strategic level of 50,000 ft to a tactical one at 500 ft. Produce artefacts such as illustrated journey maps, service design blueprints, low-fi concept designs, service prototypes
  • Training: co-facilitate design thinking training sessions to help partners in the firm from non-design backgrounds in understanding design and how we can help them achieve their goals
  • Manage planning and delivery of your part of projects to time and quality measures

Culture change: As important as the actual design you will play an integral role helping our organization grow in the understanding and use of design to solve problems

  • Foster excellent external and internal client relationships and help develop opportunities from these relationships
  • Presenting to and inspiring internal clients
  • Contribute to projects by smartly interpreting their challenges and driving towards the right solution, with a constant eye on value and impact
  • Help coach colleagues and stakeholders with less experience in service design in the tools and tricks of our trade

Responsibilities include, but are not limited to:

  • Proactively seek out ways of incorporating the customer experience into daily work
  • Work collaboratively and contribute to the success of a multidisciplinary team
  • Seek out, aggregate, and conduct qualitative user research/insights in partnership with researchers
  • Contribute to high performing teams through the development of self and others, emphasizing continuous learning and growth
  • Distill complicated problems into simple and elegant solutions
  • Accurately make decisions that guide the product direction with little information
  • Understanding of what makes an experience good or bad is critical by thinking through user problems, find reasonable solutions, mock them up in detail, and work with engineers to build them
  • Influence others and provide thought leadership on design
  • Research and look for opportunities to solve problems in unusual and innovative ways
  • Understand the technical limitations and liberties behind your decisions and be able to communicate your ideas to our engineers

This role requires a wide variety of strengths and capabilities, including:

  • Bachelor’s degree or equivalent experience
  • Extensive design experience applying design thinking and service design activities across all phases of development of digital and physical solutions across multiple channels
  • Ability to work closely with other disciplines to understand design context
  • Ability to deliver solutions (research findings, design concepts, content) and participate in critique process to improve design acceptance
  • Possess critical thinking through iteration and design review
  • High comfort level in navigating ambiguity and working within a self-directed culture
  • Understanding of application of design systems, experience with Figma or similar design tools
  • You have an online portfolio demonstrating superior design experiences with cross-platform service design works (required for application)
  • Excellent written, verbal communication and presentation skills
  • Ability to work on multiple projects simultaneously
  • Proactive in learning and being fluent in latest UX trends and technologies
  • A strong passion for improving people’s lives through design
Location
New York, NY
Type
Full Time
Industry
Finance
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