Experience Design Executive Director - Trust & Security

JPMorgan Chase & Co. • New York, NY

3d • $190,000 - $260,000

About The Position

As an Experience Design Executive Director in Trust & Security, you will lead experience design at a pivotal moment when digital trust, identity, fraud prevention, scams, and emerging agentic technologies are reshaping customer expectations. You will operate at the intersection of customer experience, security, risk, and innovation, helping teams design experiences that protect customers, build confidence, and make complex security moments clear, accessible, and actionable.

You will lead a team embedded in discovery, ideation, research, service design, and strategic planning. The team will help define customer journeys for secure sign-in, identity verification, account recovery, fraud and scam prevention, risk-based alerts, permissions, and new agentic security interactions. You will guide designers in turning complex trust and security challenges into simple, inclusive, and resilient experiences that help JPMorganChase protect customers.

The role includes developing user experience strategies aligned with business objectives; leading, coaching, and developing designers; advancing innovation and accessibility; using performance metrics to inform design decisions; and building stakeholder relationships to champion user-centered design. The Digital team creates products and experiences that help customers access, share, and control financial data, guided by principles of security, customer control, convenience, and privacy.

Requirements

• 7+ years of experience or equivalent expertise in user experience design, focused on interaction design and information architecture.
• Proven leadership guiding and mentoring diverse teams of experience designers, fostering collaboration and professional growth.
• Demonstrated success in inclusive design, accessibility guidelines, and assistive technology.
• Experience leading design for high-trust, high-stakes digital experiences, including authentication, identity verification, account linking, account recovery, fraud and scam prevention, privacy, permissions, alerts, and secure servicing journeys.
• Experience shaping customer experiences in complex identity, security, technology, fintech, or regulated environments where trust, clarity, resilience, and user confidence are critical.
• Ability to guide teams through the full journey from discovery and ideation to execution, embedding design in problem framing, research, strategy, service design, and solution definition.
• Familiarity with digital identity and technology experience patterns, including secure sign-in, verification, account linking, consent, recovery, risk-based prompts, suspicious activity reporting, and protective friction.
• Proficiency with approved agentic design, prototyping, and code-generation tools, such as Claude Code or comparable tools where approved.
• Experience using AI-enabled and agentic workflows responsibly, balancing experimentation with quality, accessibility, governance, risk awareness, and customer protection.
• Ability to partner with Cybersecurity, Fraud, Risk, Legal, Compliance, Product, Technology, Operations, Service, and Research partners.
• Strong executive presence and storytelling skills, including the ability to influence senior stakeholders, explain trade-offs, and advocate for customer-protective experiences.

Responsibilities

• Develop and implement user experience strategies aligned with business objectives, applying expertise in interaction design and information architecture.
• Lead, mentor, and inspire a team of experience designers, fostering collaboration and professional development through coaching and performance management.
• Stay current with industry trends, accessibility standards, and emerging technologies to drive innovation and maintain a competitive, user-centric approach.
• Use insights from key performance metrics and data fluency to inform decisions and optimize experiences for diverse customer segments.
• Build strong relationships with stakeholders, influence decisions, and champion user-centered design across the organization.
• Guide design across discovery, ideation, research, strategy, service design, problem framing, and solution definition through execution.
• Partner with Cybersecurity, Fraud, Risk, Legal, Compliance, Product, Technology, Operations, Service, and Research teams to turn complex security challenges into trusted customer experiences.
• Use approved agentic design, prototyping, and code-generation tools to accelerate concept development, prototype complex flows, improve design-to-engineering handoffs, and enhance team productivity.

Benefits

• Competitive total rewards package, including base salary.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed