Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Vice President, Service Design within Chase's Card Design & Customer Experience team, you will play a pivotal role in shaping end-to-end customer 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 principles to create seamless, inclusive, and accessible experiences for our diverse customers. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

The Co-Brand Card team oversees the establishment, management, and growth of all our co-brand card products. We partner with Product, Technology, and Data & Analytics as well as our Business partners and peers in Connected Commerce to create and iterate on experiences that help customers do more with their preferred brands in travel, shopping, and entertainment, and establish Chase as a competitive co-brand card service provider.

Job 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, 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

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 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 refining of concepts

Preferred qualifications, capabilities, and skills              

Advocate for Accessibility Guidelines and Inclusive Design practices Experience with and/or interest in API marketplaces and enterprise tool development Experience leading business process transformations within complex organizations  Previous work or interest in loyalty programs, especially those associated with airlines, hotels, and/or retail/ecommerce platforms