Head of Design, Executive Director Small Business Insurance

JPMorganChase is on a journey to be the most recommended financial partner for small business owners in our communities as they start run and grow their business. By leveraging superior digital capabilities our readily available human support model and highly personalized best-in-class digital experiences our growing Small Business Design & Customer Experience team will partner with product and technology to create a fully integrated seamless omni-channel experience across the entire customer life cycle.

As a User Experience Design Executive Director in Design & Customer Experience you will be the Head of Design for Small Business Insurance. You will play a crucial rolein shapingwhat thisnew service will look likeand deliveringitintomarket harnessingChases customer scalebrandability to personalize leveraging data andstrong digital capabilities.You will collaborate with and influence all levels of the organization to create insights driven user-centered strategies for our Small Business Insurance Products from discovery to deployment. As a manager you will hire and look after the people on the team through mentorship professional development and will use a facilitative leadership style in partnership with the General Manager and your quad partners in Product Technology and Data & Analytics developing product and business strategy which informs prioritization planning and decisions across multiple product teams.

This role isan opportunity to be at the forefront ofbuilding a best-in-class integrated digital-ledP&C Insurance business withina leading financialservices brand focusedon deepening relationshipswith our>7MMsmall business clients.

Job Responsibilities

• Lead the creation of new product and business strategy at the intersection of user needs and business goals spearheading the development of experience-led visions (north stars) for Business Banking Insurance products
• Uncover user needs and contexts via primary and secondary research techniques and leverage learnings to come up with innovative ideas and ability to execute them.
• Lead the discovery and delivery of omni-channel experiences across digital human and agentic channels taking a service design approach.
• Leverage the broader Chase data product and servicing ecosystem to meet customers in the right moment based off event triggers that signal need for coverage.
• Lead the strategic efforts for your team in partnership with the Small Business DCE Leadership team across multiple parallel workstreams establishing a vision for where the work is headed and establishing a shared understanding of quality
• Plan and structure work across multiple design/product teams
• Bring a user-centered design perspective to discussions around product vision roadmap and requirements with Product-level leadership
• Present the teams work to cross-functional MDs and other executives
• Hire and manage a team of Service Designers UX Designers Researchers and Content Designers including 1:1s professional development performance reviews etc.
• Keep designers (and cross-functional peers) focused on product and business objectives so theyre designing for customer impact

Required Qualifications Capabilities and Skills

• Candidates must bring direct experience in the Insurance sector including exposure to Commercial Property & Casualty Insurance General Liability Workers Compensation and/or Cyber Liability. Domain expertise in a digital agency multi-carrier choice model would be an advantage.
• Bachelors 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
• Minimum of 10 years of relevant work experience
• Experience leading the design of complex products services and/or product suites (complex means: multiple platforms or channels; multiple audiences to address; complicated information and data to manage and make clear)
• Has evaluated the goals and opportunities of an initiative and then worked to craft a program of work for the UX work stream which has included user research and synthesis conceptualizing designing specification QA and deployment.
• Prior work involves leading design teams (with other Designers UX Researchers and Content Designers) and cross-functional collaboration with senior General Managers Product Managers Engineering leads and other functional partners in Marketing Legal and Risk.
• Expertise in core craft skills such as Interaction Design Service Design and Information Architecture; strength in adjacent skills such as User Research UX Writing and Prototyping
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Has led new business thinking and strategy through their user-centered design work

Preferred Qualifications Capabilities and Skills

• Advocate for and builder of AI experimentation and solutions across the product development lifecycle.
• Deep expertise in journey and service mapping storytelling product design problem framing and solving design problems
• Pragmatic understanding of the core business model and value proposition for Business Banking
• Advocate for Accessibility Guidelines and Inclusive Design practices
• Comfortable with structuring and planning design work in cross-functional contexts
• Orderly and organized keeping themselves and their teams on task and on time
• Familiar with HTML CSS and JavaScript frameworks such as React and mobile UI standards