JPMorganChase · 2 days ago
Service Design - Business Banking, Vice President
Brooklyn, NY
Full-time
Onsite
Mid, Senior Level
$142K/yr - $205K/yr
5+ years expJPMorganChase is a leading financial institution that aims to enhance customer experiences through innovative service design. As a Service Design Vice President in Business Banking, you will lead cross-functional teams to develop and implement service strategies that improve customer satisfaction and align with business objectives.
Asset ManagementBankingFinancial Services
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 north‑star vision; convert strategy into sequenced bets, outcomes, and value narratives used in planning and funding
Lead end‑to‑end initiatives across products and channels—owning 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 matters—define experiment plans and KPIs (adoption, task success, complaint rate, CSAT/NPS, time‑to‑value) and drive iteration based on evidence
Represent SMB DCE in cross‑LOB forums; connect AI efforts to Business Banking priorities
Qualification
Required
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 AI‑enabled or data‑driven 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 AI integration and use cases of collaborating with AI prompt engineers to deliver AI solutions
Advanced ability to diagram service flows, prototype, and communicate trade‑offs across business, design, data, and engineering
Demonstrated success partnering with Risk/Legal/Controls and platform teams to deliver governed AI solutions
Strong data fluency—able to use insights to inform prioritization, evaluate model/UX performance, and tell a clear outcomes story
Preferred
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 multi‑platform, end‑to‑end delivery; portfolio shows shipped, accessible products/services
Benefits
Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching
Company
JPMorganChase
With a history tracing its roots to 1799 in New York City, JPMorganChase is one of the world's oldest, largest, and best-known financial institutions—carrying forth the innovative spirit of our heritage firms in global operations across 100 markets.
10001+ employees
H1B Sponsorship
JPMorganChase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3471)
2024 (3469)
2023 (3395)
2022 (3594)
2021 (2515)
2020 (2495)
Funding
Current Stage
Public CompanyTotal Funding
unknown1998-02-01IPO
Leadership Team
Allison Beer
CEO of Card Services and Connected Commerce
Dan Mendelson
CEO, Morgan Health
Recent News
Hartford Business Journal
2026-01-03
2025-12-19
2025-12-12
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