Service Design - Business Banking, Vice President

JPMorganChase•Brooklyn, NY

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 Business Banking, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. You will, lead AI experience strategy and service design for Chase for Business within Small Business. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, 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. Our AI approach in Business Banking emphasizes adoption of firm AI tools, bottom‑up use‑case discovery, and strategic impact prioritization.

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
Demonstrated expertise in creating direct and indirect experiences for diverse users
Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Proven leadership of AI‑enabled or data‑driven experiences (assistive workflows, recommendations, knowledge retrieval, or conversational support) in an enterprise environment
Comfortable with ambiguity; Can work independently with intelligent initiative, and collaborate easily and productively with teams
Experience with AI integration and use cases of collaborating with AI prompt engineers to deliver AI solutions
Advanced ability to diagram service flows, prototype, and communicate trade‑offs across business, design, data, and engineering
Demonstrated success partnering with Risk/Legal/Controls and platform teams to deliver governed AI solutions
Strong data fluency—able to use insights to inform prioritization, evaluate model/UX performance, and tell a clear outcomes story

Nice To Haves

Design leadership or managerial experience
Experience across Financial Services domains (onboarding, payments, lending, banker tools) and operating in a quad model
Familiarity with JTBD frameworks and AI UX evaluation (explainability, safety, bias mitigation) practices
5+ years in Experience or Service Design with multi‑platform, end‑to‑end delivery; portfolio shows shipped, accessible products/services

Responsibilities

Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align 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, opportunities for improvement, and champion innovation in products and features of moderate complexity
Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible 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, inform prioritization, and develop experience-led metrics to align business goals
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
Set a compelling AI experience strategy and north‑star vision; convert strategy into sequenced bets, outcomes, and value narratives used in planning and funding
Lead end‑to‑end initiatives across products and channels—owning service blueprints, interaction models, and content patterns for AI experiences at scale
Institutionalize responsible AI UX (transparency, controls, consent, fallback, accuracy expectations) with Risk/Legal/Controls and platform partners
Coach, critique, and grow designers (and adjacent crafts) delivering AI work; raise craft quality and speed while aligning to design systems and standards
Measure what matters—define experiment plans and KPIs (adoption, task success, complaint rate, CSAT/NPS, time‑to‑value) and drive iteration based on evidence
Represent SMB DCE in cross‑LOB forums; connect AI efforts to Business Banking priorities