Lead service design initiatives that shape end-to-end customer experiences and propel innovation at a leading financial institution.

As a Service Design Vice President in JPMorgan Chase Wealth Management, you will shape end-to-end customer experiences by applying service design principles and systems thinking. You will spearhead strategically important initiatives and collaborate across teams to develop innovative solutions aligned to business objectives and improved customer satisfaction. Your strategic thinking and storytelling will guide cross-functional teams to deliver exceptional service experiences.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms

• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement

• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences

• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset

• Collaborate with stakeholders and product partners to embed customer-centric decisioning, inform prioritization, and develop experience-led metrics aligned to business goals.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences

• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding

• Demonstrated expertise in creating direct and indirect experiences for diverse users

• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives

• Experience with fast-paced, iterative design approaches involving frequent testing and refinement

Preferred qualifications, capabilities, and skills

• Proven relationship builder able to establish trust and credibility across cross-functional partners; strong workshop facilitation skills.

• Comfortable operating in ambiguity; able to frame problems, define direction, and move work forward without complete inputs

• Self‑starter who takes ownership of outcomes, proactively identifies gaps, and drives work independently

• Enjoys mentoring and developing junior designers through coaching, feedback, and hands-on support; confident influencing without authority.