Service Design Senior Associate

4 months ago

Brooklyn, United States JPMorgan Chase & Co. Full time

Join our Consumer and Community Banking Digital Channels Team as a Service Design Senior Associate. Use your service design expertise to enhance customer experiences, solve complex problems, and promote product and service enhancements. Be part of a team that defines the digital strategy and standards, creating unique experiences for every JPMC customer. This role involves shaping customer and employee experiences, identifying and resolving issues, and enhancing customer experiences.

As a Service Design Senior Associate in our Consumer and Community Banking Digital Channels Team, you will utilize your expertise in service design and the financial services industry to enhance customer experiences, resolve complex issues, and guide product and service improvements. You will be part of a team that sets the digital strategy and standards, creating unique experiences for every JPMC customer. Your role will involve shaping customer and employee experiences, identifying and resolving issues, and enhancing customer experiences. You will also contribute to the improvement of products and services and guide colleagues.

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 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

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 Bachelor’s Degree in relevant design discipline (., Service Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience 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 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

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