Digital - User Experience Design Lead, VP - Service Design

Job Description

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.

JPMorgan Chase is committed to modernize the digital banking experience. Our Web and Mobile banking products are used by millions of customers, and our numbers keep growing. Join the Digital Customer Experience team and help us design solutions that aspire to raise the quality of life of our customers each and every day.

We are looking for an energetic and experienced UX Design Lead with a passion for using Service design for solving complex problems to join our team.

You are

• Passionate about creating service design and customer focused end to end journeys. From value proposition to customer experience outcomes.
• Experienced in creating service design using input from user research, competitor analysis, business requirements and data.
• Able to both see the bigger picture and how customers interacts with a service/ product through multiple touch points (online and offline) and dive into specific details.
• Passionate about financial services and user centered design. You have experience designing and/or implementing solutions in domain areas like finance, health or payment services.
• A strong communicator - presenting end to end user journeys with relevant touch points and channels to team members and stakeholders.
• Experience in using diverse set of methods & tools Responsibilities include:
• Participate in a multi-disciplinary team of researchers, product designer, technologists and business experts to create new concepts and services.
• Collaborate with team members and stakeholders to identify new opportunities and value propositions that create value for customers.
• Support the creation of ideas and take the lead in developing:
• mindsets/ personas
• end to end journeys and service blueprints
• service prototypes
• Bring understanding of various channels touch points to the end to end journey
• Communicate end to end journeys and service design within the team and organization

Requirements:

• 7+ years hands on experience in roles as service designer, across multiple devices and platforms ( UX/UI of mobile + web applications, experience with consumer applications preferred)
• BFA or BA in related field
• Ability to synthesize complex, interdependent, and sometimes competing needs
• Must have service design experience
• Effective communication of Journeys and solutions across roles & levels
• Awareness and practical understanding of current technologies and their application and relevance to digital experiences
• Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
• Ability to influence others and provide thought leadership on Service design
• Ability to communicate intended experiences to product owners and developers
• Expert in Adobe Creative Suite, Sketch, and other design tools.