The Design & Customer Experience Organization within JP Morgan Chase is an interdisciplinary group made up of Service Designers, UI/UX designers, business developers, graphics designers, user experience research, user strategy, project managers, copywriters and other creative professionals. Each brings a unique set of skills and expertise which make for an incredible work environment and great products and services. We are responsible for delivering unique and innovative designs and experiences across organizations, applications, products and offerings and we are looking to hire a Senior Experience Designer to be a part of our team.

We are looking for a service designer with a passion for innovating and improving employee and customer experiences. Designing and delivering integrated service experiences across lines of business will require someone who is comfortable identifying core jobs-to-be-done for frontline employees and customers alike through research and designing service prototypes to explore value creation across products, channels, and the JP Morgan Chase service ecosystem.

You will conceptualize, structure, and detail key service experiences within the context of a broader customer or employee journey. Additionally, you will partner with Product Managers, and Engineers, involved in prioritization, planning, and decisions along the way to execution. We are not expecting you to be brilliant at everything, but we do presume some comfort throughout the design process, and a desire to continually broaden and improve your skills with an interest in service design mindsets, methods and approaches.

Job Responsibilities

• Design and re-design product and service experiences related to our sales optimization efforts and initiatives
• Participate in upfront user research to better understand user needs and behaviors, and usability testing to see how your solutions work for users, with the support and guidance of Experience Researchers
• Advocate for the users’ perspective when collaborating with Product Managers and Engineers to plan roadmaps, gather requirements, and structure the work
• Create and develop service journeys, service maps, and prototypes to explore different options, including unexpected, but still workable solutions
• Diagram and map the interactivity of the services and product ecosystems, including Omni channel services and feature interactions, with user flows and wireframes when relevant
• Ability to develop service prototypes at varying levels of fidelity from detailed UI design, built upon our Design System, that brings our solutions to life to low fidelity service concepts and everything in between
• Present work, connecting design decisions to desired business impact with powerful storytelling
• Contribute to the team and Service Design Community of Practice

Required Qualifications, Capabilities and Skills

• Bachelor’s Degree in relevant design discipline (e.g., Interaction Design, Human Computer Interface, User Experience Design, Service Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Self-directed in both planning and structuring work and executing at expected levels of quality
• Prior work involves collaboration within design teams (with other designers, UX researchers, and content designers) and cross-functionally with product managers and software engineers
• Relevant skills in Interaction Design as well as either Visual/UI Design or Information Architecture; Intermediate ability in adjacent skills such as User Research, UX Writing, and Prototyping with proficiency using MS Office as well as design and prototyping tools such as Adobe, Figma, InVision, or other similar, remote collaboration tools and project management tools such as Zoom, Figma, Jira, Confluence, etc.
• Able to show how your understanding of technical constraints and opportunities informed your design solutions
• Comfortable and confident when presenting work to cross-functional Directors

Preferred Qualifications, Capabilities and Skills

• Knowledge and experience designing in Salesforce environments (e.g., Sales Cloud, Marketing Cloud, Service Cloud, Experience Cloud), using Salesforce Lightning Design System in rapid iterative service prototyping cycles
• Advocate for Accessibility Guidelines and Inclusive Design practices and has shipped multiple successful digital products, demonstrating user and human-centered design approaches
• Familiar with HTML, CSS, and JavaScript, frameworks such as React, and mobile UI standards
• Demonstrated understanding of how design connects with broader business value