As a Senior Digital Service Designer on the CCB Digital Channels Team, you will focus on Service Design and Experience Strategy to create a better experience for Chase’s customers that enables best-in-class unified and relevant experiences so that the customer sees not just one JPMC, but their JPMC. As part of the complete service design lifecycle, you will work on an integrated team looking at the end-to-end experience for our customers. As a digital service designer, you move seamlessly between service design and UX methodologies using human centered thinking to design and deploy experiences across customer types and brands. 

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, collaborate with 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.
• Collaborate with 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.
• Contribute to the creation of visions (“north stars”) that make strategy concrete.
• 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.
• Can contribute to planning and structuring the work and executing on expected levels of quality.
• Experience in the full product development lifecycles- including discovery, concepting, opportunity definition, vision creation, and service pilot design.
• Deep experience 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.
• Has experience in synthesizing business thinking into user-centered design opportunities.

Preferred Qualifications, Capabilities and Skills

• Experience working in omnichannel service design delivery and experimentation.
• Illustration or storyboarding skills