Service Design - Senior Associate

JPMorgan Chase & Co.•Plano, TX

7d•$99,750 - $150,000

About The Position

As a Service Design Senior Associate in Consumer Banking Deposits, you will play a pivotal role in shaping end-to-end customer experiences, by leveraging your deep expertise in service design and systems thinking. As a core contributor participate in the execution of service strategies, designed to serve our customer experiences navigating products and services. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Requirements

3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences
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
Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
Demonstrate ability to create visual representations of user journeys, including journey maps, service blueprints, storyboards, wireframes, and prototypes

Nice To Haves

Skilled in leading teams to design and facilitate engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders and team members
Experience with agentic technology, large language models, and the latest services and customer experiences bringing those technologies to market

Responsibilities

Design 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
Create storyboards, journey maps, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
Demonstrate the value of service design as a strategic partner to stakeholders
Champion experience-led decision making in ambiguous, fast-moving environments