Service Design Senior Associate

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

As a Service Design Senior Associate within the Design and Customer experience team, you'll execute service strategies, identify gaps, solve complex problems, and make recommendations to enhance experiences, all while focusing on strategic thinking and continuous improvement. Your strong understanding of the financial services industry will guide your independent work and peer guidance.

Job responsibilities

• Write inspiring service design project proposals for effective scoping.
• Facilitate and run collaborative workshops, partnering with UX designers, technologists, and product managers.
• Plan, conduct, and report on research methodologies to synthesize and communicate insights.
• Create design and prototyping solutions from strategic to tactical levels, producing journey maps, blueprints, and prototypes.
• Conduct design thinking training sessions for leaders from non-design backgrounds to help them understand and achieve their goals.
• Manage project planning and delivery, ensuring adherence to time and quality measures.
• Lead projects by interpreting challenges and driving towards impactful solutions, while coaching colleagues and stakeholders in service design.

Required qualifications, capabilities, and skills

• Minimum 6 years of experience in Design Thinking or Service Design.
• Bachelor’s degree or equivalent experience.
• Deep knowledge in areas such as Research, UX Design, Product Design, Organizational Design, Strategic Design, and Business Design.
• Hands-on experience designing for digital and non-digital channels, including journey maps, blueprints, and service prototypes.
• Passionate about Customer Experience Design and its importance to organizational success.
• Excellent communication and storytelling skills, with confidence in presenting.
• Strong project and people management skills, capable of leading projects and contributing individually.

JPMorgan Chase & Co., 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 over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.