Chase.com is one of the most visited banking sites in the US. It is the digital doorway for millions of users to explore new products and services, easily access education and resources, as well as a gateway to manage their accounts. We have a unique opportunity to audit and refine the digital journeys through our site across all of our user segments helping to streamline across the digital ecosystem. As a Digital Service Design Lead you'll move seamlessly between service design and UX methodologies using human centered thinking to streamline digital experience.

The Digital Service Designer leads large and impactful initiatives within Public Digital Team utilizing a facilitative leadership style with senior design, research, product, and engineering leaders.

Though without formal direct reports, the Digital Service Designer must be comfortable and capable of leading multi-disciplinary teams across the full range of design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and to delivery of final designs. They don't need to be an expert at every step, but through their leadership and review, the teams execute at a high-level of quality.

Digital Service Designer is expected to be strong partners with senior Product Management and Engineering Leads, developing product and business strategy, which informs prioritization, planning, and decisions across multiple product teams.

Job Responsibilities

• Work to synthesize business strategy, analytics, and customer insights to define customer problems, audit existing journeys, and ultimately fuel future state experience strategy
• Ideate and conceptualize service concepts aligned to strategies defined by product and research, contribute to UX design to develop concepts, and provide recommendations for implementation
• Create strategic design deliverables such as strategy decks, customer journeys, visions of future experiences and evangelize these cross-product "blueprints" across teams
• Lead cross-functional teams in design workshops using human-centered and design thinking methodologies
• Perform user/customer research in partnership with our Experience Research team
• Advocate for the users' perspective when collaborating with Product Managers and Engineers to plan roadmaps, gather requirements, and structure the work
• Advance Chase's practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentations

Required Qualifications, Capabilities and Skills

• 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
• Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs
• Experience leading a program of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
• Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads
• Expertise in Service Design + Interaction Design, and strength in the visual craft or strategic storytelling frameworks + diagramming. Intermediate proficiency in adjacent skills such as User Research, UX Writing, and Prototyping
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Manage new business thinking and strategy through their user-centered design work

Preferred Qualifications, Capabilities and Skills

• Experience orchestrating work within larger companies
• Advocate for Accessibility Guidelines and Inclusive Design practices
• Comfortable with structuring and planning design work in cross-functional contexts

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 recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

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.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
Brooklyn,NY $133,000.00 - $180,000.00 / year