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Service Design Vice President

Service Design Vice President

JPMorganChaseChicago, IL, US
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Overview

Join to apply for the Service Design Vice President role at JPMorganChase .

As a Service Design Vice President in the Design Strategy and Operations team, you will shape and orchestrate complex service ecosystems across digital, physical, and organizational touchpoints. This strategic role requires a design leader who can think systemically, act collaboratively, and prototype boldly. You will shape end-to-end customer experiences by leveraging your deep expertise in service design, systems thinking, and system orchestration.

Responsibilities

  • Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution.
  • Lead end-to-end service design projects, from initial framing through delivery handoff.
  • Develop and implement a comprehensive service strategy focusing on direct and indirect experiences and aligning business objectives with customer experience across multiple products and platforms, incorporating systemic design principles.
  • Map existing service experiences, system architectures, and operational pain points across customer and employee journeys.
  • Facilitate co-creation and participatory design workshops with cross-functional stakeholders, including product managers, researchers, engineers, frontline staff, and customers.
  • Prototype services at multiple levels of fidelity and translate insights into actionable service concepts, experience flows, and implementation roadmaps.
  • Create and evolve service design artifacts such as journey maps, service blueprints, swimlane diagrams, and ecosystem models.
  • Collaborate with delivery teams to ensure design intent is preserved through product development, process change, or operational rollout.
  • Advocate for service thinking and systems literacy across the organization, building shared understanding and capability.
  • Mentor junior designers and contribute to the growth of the service design practice.

Qualifications

  • 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences and systemic design.
  • Demonstrated ability to map, analyze, and reimagine complex service ecosystems spanning frontstage (customer), backstage (employee), and infrastructure (technology / data) layers.
  • Proficiency in service design tools and artifacts : journey maps, service blueprints, ecosystem maps, swimlanes, logic models, operational workflows, etc.
  • Strong systems thinking mindset with the ability to identify leverage points, root causes, feedback loops, and systemic dependencies.
  • Expertise in facilitating participatory research, stakeholder interviews, and collaborative sensemaking sessions.
  • Ability to plan and lead co-design workshops across diverse audiences (e.g., executives, product teams, end users, frontline staff).
  • Experience designing and testing service prototypes—from lo-fi role-play and service enactments to high-fidelity pilot programs.
  • Comfortable prototyping across touchpoints : digital, physical, human, and policy; understanding implementation constraints and de-risking ideas through iterative prototyping and experimentation.
  • Strong storytelling skills to frame ambiguity, synthesize complexity, and align stakeholders around shared outcomes.
  • Experience leading service design efforts within cross-functional teams and building relationships with product, engineering, research, operations, and policy partners.
  • Preferred Qualifications

  • Experience in healthcare, government, financial services, or large-scale enterprise environments.
  • Experience contributing to organization-wide transformation initiatives or service architecture projects.
  • Expertise in change management, implementation strategy, or business model design.
  • About Us

    Chase is a leading financial services firm helping households and small businesses achieve their financial goals through a broad range of products. Our mission is to create engaged, lifelong relationships and put customers at the heart of everything we do. We offer a competitive total rewards package including base salary, potential incentives, and comprehensive benefits.

    We are an equal opportunity employer and value diversity and inclusion. We do not discriminate on protected attributes and provide reasonable accommodations for applicants and employees as needed. Visit our FAQs for more information about requesting an accommodation.

    Team and Roles

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Product Management and Marketing
  • Referrals increase your chances of interviewing. Get notified about new Vice President Design jobs in Chicago, IL.

    Location notes and compensation ranges are provided in the job posting where applicable.

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