Service Design Vice President

Location: New York, NY, United States

Job Family: User Experience Design

About the Role

At JPMorgan Chase, we are at the forefront of reimagining financial services through innovative customer experiences. As a Service Design Vice President in our User Experience Design team, you will lead transformative initiatives that shape end-to-end journeys for our clients in retail banking, asset management, and corporate services. Based in our dynamic New York office, you will drive the application of service design principles to propel innovation, ensuring seamless, intuitive interactions that build trust and loyalty in a highly regulated industry. Your role will involve partnering with diverse teams to address complex challenges like digital onboarding, personalized wealth advice, and sustainable investment experiences, all while leveraging JPMorgan Chase's global scale to deliver measurable impact. In this pivotal leadership position, you will spearhead the creation of service blueprints and prototypes that integrate cutting-edge technologies with human-centered design. Collaborating closely with product, engineering, and compliance experts, you will conduct in-depth user research to uncover opportunities for enhancement in areas such as mobile banking apps, advisory platforms, and ESG-focused services. Your expertise will ensure designs not only meet but exceed regulatory standards from bodies like the SEC and FDIC, while fostering an inclusive environment that serves diverse client segments. Through iterative testing and stakeholder engagement, you will champion agile processes to accelerate delivery and refine experiences based on real-world feedback and performance metrics. JPMorgan Chase values bold thinkers who can bridge design innovation with business strategy. As a Vice President, you will mentor emerging talent, contribute to our firm's design governance, and present strategic insights to executive leadership. This role offers the chance to influence the future of financial services at one of the world's leading institutions, where your work directly contributes to empowering clients and communities. If you are passionate about service design and eager to innovate within the financial sector, join us in New York to help redefine what's possible.

Key Responsibilities

• Lead end-to-end service design initiatives to enhance customer experiences across JP Morgan Chase's retail banking, investment, and wealth management platforms
• Collaborate with product managers, engineers, and compliance teams to ideate, prototype, and iterate on service blueprints that drive innovation and efficiency
• Conduct user research and journey mapping to identify pain points in financial services delivery and propose data-driven solutions
• Facilitate workshops and co-creation sessions with internal stakeholders and external partners to align on service design strategies
• Ensure all designs adhere to regulatory standards and accessibility guidelines while promoting inclusive customer experiences
• Measure and optimize service performance using KPIs such as Net Promoter Score (NPS), customer satisfaction, and adoption rates
• Mentor junior designers and contribute to the development of JP Morgan Chase's design system and innovation playbook
• Stay abreast of industry trends in fintech and service design to inform strategic roadmaps for digital transformation
• Present design outcomes to senior leadership, translating complex insights into actionable business recommendations

Required Qualifications

• Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field; Master's degree preferred
• 8+ years of experience in service design, user experience design, or customer experience strategy within the financial services industry
• Proven track record leading cross-functional teams to deliver innovative customer experiences in a regulated environment
• Deep expertise in service design methodologies, including journey mapping, prototyping, and stakeholder workshops
• Strong understanding of financial products, regulatory compliance (e.g., SEC, FINRA), and digital banking trends
• Experience with agile methodologies and design thinking frameworks applied to enterprise-scale projects

Preferred Qualifications

• Advanced certification in service design (e.g., from Service Design Network) or UX research
• Prior experience at a major financial institution, such as leading digital transformation initiatives at a bank
• Familiarity with emerging technologies like AI, blockchain, and fintech integrations in customer service
• MBA or equivalent business acumen with a focus on innovation in financial services

Required Skills

• Service design principles and methodologies
• User journey mapping and experience prototyping
• Design thinking and agile project management
• Stakeholder collaboration and workshop facilitation
• Financial services domain knowledge (e.g., banking regulations, digital payments)
• UX research techniques including interviews and usability testing
• Prototyping tools (e.g., Figma, Adobe XD, Miro)
• Data analysis for customer insights (e.g., Google Analytics, Tableau)
• Strategic communication and presentation skills
• Innovation mindset with problem-solving aptitude
• Cross-functional team leadership
• Regulatory compliance awareness in finance
• Emerging tech familiarity (AI, blockchain for services)
• Inclusive design practices for diverse user bases
• Business acumen in fintech trends

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company match
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JPMorgan Chase's internal training programs and tuition reimbursement
• Wellness programs including gym memberships, mental health support, and employee assistance programs
• Flexible work arrangements with hybrid options in New York, NY
• Stock purchase plan and employee stock ownership opportunities

JP Morgan Chase is an equal opportunity employer.