Experience Design Vice President

JPMC Candidate Experience page • Wilmington, DE

116d

About The Position

Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design. As a Service Design Vice President in Cash and Check Management Operations, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. Apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Requirements

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
• Expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.

Nice To Haves

• Ability to synthesize complex, interdependent, and sometimes competing needs.
• Excellent written and verbal communication skills, including the ability to present concepts and justify design decisions.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience conducting user research and translating insights into design solutions.
• Ability to analyze and synthesize qualitative and quantitative data.
• Ability to present and defend design decisions to stakeholders.

Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement.
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences.
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.

What This Job Offers

• Career Level: Senior