Service Design Vice President

Location: New York, NY, United States

Job Family: User Experience Design

About the Role

As a Service Design Vice President in JPMC Wealth Management, you will play a pivotal role in shaping exceptional end-to-end customer experiences that drive innovation and client loyalty. Based in our dynamic New York office, you will lead initiatives to reimagine how high-net-worth individuals interact with our wealth management services, from initial onboarding to ongoing portfolio advisory. Leveraging design thinking and deep financial industry knowledge, you will collaborate with multidisciplinary teams to create seamless, intuitive services that integrate digital platforms, personalized advice, and regulatory-compliant processes. This position offers the opportunity to influence JPMC's position as a leader in wealth management innovation, directly impacting client satisfaction and business growth in a competitive fintech landscape. Your responsibilities will include spearheading user research, service blueprinting, and prototyping to uncover opportunities for enhancement across the client journey. You will partner closely with product managers, technologists, and relationship advisors to ensure designs align with JPMC's strategic priorities, such as AI-enhanced personalization and sustainable investing solutions. By fostering a culture of empathy and iteration, you will mentor team members and facilitate workshops that co-create value with clients, all while navigating the complexities of financial regulations like SEC guidelines. Success in this role will be measured by tangible outcomes, including improved client engagement metrics and accelerated time-to-market for new service offerings. At JP Morgan Chase, we value bold thinkers who thrive in a collaborative environment and are passionate about delivering superior experiences in wealth management. This Vice President role is ideal for a seasoned professional eager to propel innovation at one of the world's largest financial institutions. Join us to contribute to transformative projects that empower clients to achieve their financial goals while advancing your career in a supportive, high-impact setting.

Key Responsibilities

• Lead the design and implementation of end-to-end service experiences for JPMC Wealth Management clients, focusing on seamless digital and human interactions
• Collaborate with product, technology, and business teams to identify pain points and innovate solutions that enhance customer satisfaction and loyalty
• Conduct user research, journey mapping, and prototyping to shape intuitive service blueprints aligned with JPMC's innovation goals
• Drive cross-functional initiatives to integrate service design principles into wealth management offerings, ensuring compliance with financial regulations
• Mentor junior designers and foster a culture of design thinking within the UX team
• Measure and optimize service designs using KPIs such as Net Promoter Score (NPS) and client retention rates
• Partner with senior stakeholders to align service innovations with JPMC's strategic objectives in wealth management
• Stay abreast of industry trends in fintech and service design to propel JPMC's competitive edge
• Facilitate workshops and co-creation sessions with clients and internal teams to refine service experiences

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 wealth management or similar high-stakes environments
• Deep understanding of financial products, regulatory compliance (e.g., SEC, FINRA), and customer needs in wealth management
• Experience with design thinking methodologies and tools for end-to-end service mapping
• Strong portfolio demonstrating successful service design projects that drove business impact

Preferred Qualifications

• Advanced certification in service design (e.g., from IDEO or Service Design Network)
• Experience working in a global financial institution like JP Morgan Chase
• Knowledge of agile methodologies and digital transformation in fintech
• Familiarity with AI-driven personalization in wealth management services

Required Skills

• Service design and journey mapping expertise
• User research and ethnographic methods
• Prototyping tools (e.g., Figma, Adobe XD, Miro)
• Design thinking and agile frameworks
• Financial services knowledge (wealth management products)
• Regulatory compliance awareness (SEC, FINRA)
• Cross-functional collaboration and leadership
• Stakeholder management and communication
• Data-driven decision making with analytics tools
• Innovation and problem-solving in complex environments
• Workshop facilitation and co-creation techniques
• Digital transformation in fintech
• Customer empathy and persona development
• Project management (e.g., Jira, Asana)
• Strategic thinking for business impact

Benefits

• Competitive base salary and performance-based annual bonus
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JPMC's internal training and tuition reimbursement
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness initiatives at NYC offices
• Flexible work arrangements including hybrid options in New York

JP Morgan Chase is an equal opportunity employer.