Service Design Business Banking, Vice President
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Job Location:
Brooklyn, NY - USA
Monthly Salary:
$ 142500 - 205000
Posted on:
18 hours ago
Vacancies:
1 Vacancy
Job Summary
Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.
As a Service Design Vice President in Business Banking you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. You will lead AI experience strategy and service design for Chase for Business within Small Business. Spearhead strategically important initiatives collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design apply your advanced knowledge of service design principles to create seamless inclusive and accessible experiences for our diverse clientele. Your strategic thinking compelling storyboards and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences. Our AI approach in Business Banking emphasizes adoption of firm AI tools bottomup usecase discovery and strategic impact prioritization.
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 and champion innovation in products and features of moderate complexity
- 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 for continuous refinement
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making inform prioritization and develop experience-led metrics to align business goals
- Analyze market trends gather feedback from user research and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels
- Set a compelling AI experience strategy and northstar vision; convert strategy into sequenced bets outcomes and value narratives used in planning and funding
- Lead endtoend initiatives across products and channelsowning service blueprints interaction models and content patterns for AI experiences at scale
- Institutionalize responsible AI UX (transparency controls consent fallback accuracy expectations) with Risk/Legal/Controls and platform partners
- Coach critique and grow designers (and adjacent crafts) delivering AI work; raise craft quality and speed while aligning to design systems and standards
- Measure what mattersdefine experiment plans and KPIs (adoption task success complaint rate CSAT/NPS timetovalue) and drive iteration based on evidence
- Represent SMB DCE in crossLOB forums; connect AI efforts to Business Banking priorities
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 refining of concepts
- Proven leadership of AIenabled or datadriven experiences (assistive workflows recommendations knowledge retrieval or conversational support) in an enterprise environment
- Comfortable with ambiguity; Can work independently with intelligent initiative and collaborate easily and productively with teams
- Experience with AIintegration and use cases of collaborating with AI prompt engineers to deliver AI solutions
- Advanced ability to diagram service flows prototype and communicate tradeoffs across business design data and engineering
- Demonstrated success partnering with Risk/Legal/Controls and platform teams to deliver governed AI solutions
- Strong data fluencyable to use insights to inform prioritization evaluate model/UX performance and tell a clear outcomes story
Preferred qualifications capabilities and skills
- Design leadership or managerial experience
- Experience across Financial Services domains (onboarding payments lending banker tools) and operating in a quad model
- Familiarity with JTBD frameworks and AI UX evaluation (explainability safety bias mitigation) practices
- 5 years in Experience or Service Design with multiplatform endtoend delivery; portfolio shows shipped accessible products/services
Required Experience:
Exec
Key Skills
- Change Management
- Financial Services
- Growing Experience
- Managed Care
- Management Experience
- Analysis Skills
- Senior Leadership
- Performance Management
- Process Management
- Leadership Experience
- negotiation
- Analytics
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
