Service Designer Sales Optimization, Senior Associate

2 weeks ago

Columbus, United States JPMorgan Chase & Co. Full time

Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.

As a Service Design Senior Associate in Sales Optimization, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.

We are looking for an experience designer with a service design mindset and a passion for innovation. 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. 

Job responsibilities

Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey Assist in the creation of experience maps and service prototypes that illustrate customer journeys Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings Support and facilitate employee and customer research to better understand user needs and behaviors, and usability testing to see how your service solutions and concepts perform in the real world Advocate for the user perspective when collaborating with Product Managers and Engineers to plan roadmaps, gather requirements, and structure the work Ability to develop service prototypes at varying levels of fidelity from detailed UI design, built upon our Design Systems, that brings our solutions to life at varying levels of fidelity ranging from service concepts and to full service prototypes Present work, lead stakeholder workshops and connect design decisions to desired business impact with powerful storytelling Contribute to the team and Service Design Community of Practice

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions 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, data leaders and software engineers Able to show how your understanding of technical constraints and opportunities informed your design solutions Relevant skills to execute key service design functions using Figma, Jira, MS Office products, Zoom, and Confluence Demonstrated ability and craft to visualize and communicate complex service ecosystems, service research insights, service concepts, blueprints, prototypes and service strategies to transition from current to desired state Familiarity with Customer Relationship Management systems and omnichannel service experience technologies

Preferred qualifications, capabilities, and skills

Knowledge and experience designing in Salesforce environments (., 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 Demonstrated understanding of how design connects with broader business value, service and customer experience metrics and applied service design research

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