Service Design Vice President

JPMorgan Chase & Co.•Columbus, OH

10h

About The Position

Join JPMorganChase Corporate Technology at a moment when service design, systems thinking, and AI are reshaping how work gets done. In support of Corporate Responsibility and Morgan Health, this role offers a rare opportunity to influence mission-driven outcomes while modernizing the end-to-end employee experiences that enable them. As a Service Design Vice President in Corporate Technology, supporting Corporate Responsibility and Morgan Health, you will play a pivotal role in shaping end-to-end employee experiences by leveraging your deep expertise in service design and systems thinking. This role will develop a deep, unified understanding of business workflows, decision-making, systems, and operational context, then translate that understanding into experience strategy, workflow opportunities, system design inputs, and AI-enabled solution concepts. The role sits at the center of the convergence between business and technology, where AI is accelerating how solutions are built and how business partners engage with technology. You will lead and scale approaches such as Day in the Life research to uncover how work is actually performed, synthesize insights into actionable outputs, and partner with leadership, product, engineering, and business teams to enable new ways of working.

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 across business, design, product, engineering, and solution domains to bridge strategic intent and practical implementation
Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
Strong expertise in service design methods, research synthesis, stakeholder management, and translating ambiguous problem spaces into structured opportunities and actionable outputs
Proven ability to operate at a systems level across complex workflows, decision points, teams, and enabling technologies
Ability to provide direction and oversight for UX and service design research efforts, ensuring consistency in methodology, quality, and outputs

Nice To Haves

Experience working in AI-enabled, digital transformation, or emerging technology environments
Familiarity with using AI tools for research synthesis, concept generation, workflow prototyping, or solution framing

Responsibilities

Develop and implement a comprehensive strategy to focus on direct and indirect experiences and align business objectives and employee experience enhancement across multiple products and platforms
Lead service design and workflow discovery engagements across Corporate Responsibility and Morgan Health Technology, applying methods such as ethnography and contextual inquiry to uncover how work is actually performed
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
Translate workflow insights into early-stage solution concepts and prototypes, leveraging AI tools to articulate ideas, prototype flows, and accelerate alignment with product, engineering, and business partners
Operate with a high degree of autonomy to translate strategic direction into actionable outputs and serve as a bridge between business context and technology capabilities