Service Design Vice President

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

Preferred Qualifications

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

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