Experience Design Vice President

JPMorgan Chase & Co.•New York, NY

About The Position

As a Vice President Experience Design in Co-Brand Card, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience. In this role, you will own end-to-end experience outcomes for Co-Brand partner products across the full card lifecycle, including but not limited to digital acquisition, card spend, rewards, and servicing journeys. Success means crafting exceptional design that translates complex product and business goals into intuitive, high-quality customer experiences, while ensuring solutions scale across card portfolios with consistency and usability.

Requirements

5+ years of experience or equivalent expertise in user experience design or similar roles
Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions
Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making
Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience
Hands-on experience using AI-enabled design and productivity tools to accelerate research, ideation, prototyping, and design execution in efficient and responsible ways
Proven experience applying service design principles, leveraging service blueprints to align customer journeys with operational, platform, and partner capabilities
Proven experience implementing an end-to-end service strategy that meet the needs of a diverse customer base
Exceptional collaboration and influence skills, with the ability to partner effectively with Product, Technology, Brand partner, and Business leaders at senior levels

Nice To Haves

Experience in financial services, credit cards, product design
Proficiency in Figma and UX/UI design
Experience in service design methods and systems thinking, designing scalable blueprints and experience frameworks
Design leadership or managerial experience

Responsibilities

Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
Lead 0-to-1 experience design efforts, shaping concepts from early discovery and vision through definition, design, and delivery
Define and lead design strategy for net-new experiences, applying systems thinking to create scalable frameworks, patterns, and service blueprints
Demonstrate a strong point of view on experience design and customer journeys, informed by competitive intelligence, industry best practices, and evolving customer expectations
Create complex end-to-end service design artifacts and service blueprints, journey maps, and storyboards to identify improvement and innovation opportunities.
Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels