Champion Service Design + lead cross-functional teams to shape Employee Experiences and influence strategic initiatives for JPMorganChase firm-wide.

As a Vice President Service Design in for Employee Experiences in JPMC’s firmwide HR organization, you will play a pivotal role in shaping end-to-end user experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in Service Design, apply your advanced knowledge of Service Design and UX principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional experiences.

This role will be contributing to the transformation of digital and service experiences for JPMC’s employees across the globe for products, platforms, and technology supported by our HR function. Through Service Design workstreams that you drive, new digital experiences launched will enable JPMC to attract, hire and develop top talent, deepen career satisfaction, and equip employees with modern smart tools that make their day-to-day work more efficient. 

 

Job responsibilities

Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and new experiences across multiple products and platforms Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity 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 Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals Support business leadership and product development partners in leveraging key artifacts from Service Design initiatives to define vision and strategy, develop roadmaps and prioritization, draft requirements, and align on product/UX development and delivery plan. Partner with our research team to scope and synthesize qualitative research, data analysis, and usability testing to inform future-state blueprinting, service vision, and concept development Communicate new methodologies, concepts and strategies effectively to executive leadership and stakeholders at all levels of the organization.

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end user 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 refining of concepts

Preferred qualifications, capabilities, and skills

Has a strong portfolio showcasing case-studies with tight narratives that demonstrate an ability to address business challenges through Service Design. Experience working within complex omni-channel ecosystems that are supported by multiple platforms Strong information/communication/graphic design capabilities to visualize multi-touchpoint systems that successfully convey opportunities and future-state vision.