Service Design Vice President

JPMorgan Chase & Co.•Plano, TX

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.