Service Design Vice President

JPMorgan Chase & Co. • Plano, TX

1d

About The Position

Lead service design initiatives that shape end-to-end customer experiences and
propel innovation at a leading financial institution.

As a
Service Design Vice President
in
JPMorganChase Wealth Management, you will
shape end-to-end customer experiences by applying service design principles and
systems thinking.
You will spearhead strategically important initiatives and
collaborate across teams to develop innovative solutions aligned to business
objectives and improved customer satisfaction. Your strategic thinking and
storytelling will guide cross-functional teams to deliver 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
• 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 refinement

Nice To Haves

• Proven relationship builder able to establish trust and credibility across cross-functional partners; strong workshop facilitation skills.
• Comfortable operating in ambiguity; able to frame problems, define direction, and move work forward without complete inputs
• Self‑starter who takes ownership of outcomes, proactively identifies gaps, and drives work independently
• Enjoys mentoring and developing junior designers through coaching, feedback, and hands-on support; confident influencing without authority.

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
• 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
• Collaborate with stakeholders and product partners to embed customer-centric decisioning, inform prioritization, and develop experience-led metrics aligned to business goals.

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees