Service Design Senior Associate

Join our Consumer and Community Banking Digital Channels Team as a Service Design Senior Associate. Utilize your expertise in service design and the financial services industry to enhance customer experiences, resolve complex issues, and guide product and service improvements. Be part of a team that sets the digital strategy and standards, creating unique experiences for every JPMC customer.

The role involves shaping customer and employee experiences, identifying and resolving issues, and enhancing customer experiences. The associate will also contribute to the improvement of products and services and guide colleagues. The role is part of a team that sets the digital strategy and standards, creating experiences that reflect the unique identity of JPMC.

 

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings
• Contribute to the creation of visions (“north stars”) that make strategy concrete
• Advance Chase’s practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentations

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
• Bachelor’s Degree in relevant design discipline (e.g., Service Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Has experience in synthesizing business thinking into user-centered design opportunities

Preferred qualifications, capabilities, and skills

• Experience working in omnichannel service design delivery and experimentation.
• Illustration or storyboarding skills

 

 

 

 

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We ar