Chase · 3 months ago
Service Design Vice President
1111 Polaris Pkwy, Columbus, OH, 43240, US
Full-time
Onsite
Mid, Senior Level
5+ years expChase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. As a Service Design Lead, Vice President in Serving Operations, you will shape end-to-end customer and employee experiences by leveraging expertise in service design and systems thinking, collaborating with teams to develop innovative solutions that enhance user satisfaction.
BankingFinancial 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
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
Excellent presentation and communication skills with the ability to articulate design decisions to stakeholders at all levels
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
Preferred
Experience working in complex business domains and/or large-scale enterprise environments
Ability to understand and articulate how technical opportunities and constraints inform design solutions
Translate complex user insights and behavioral data into actionable design recommendations that improve user satisfaction and business metrics
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
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
Recent News
2026-01-24
Small Business Trends
2026-01-18
Company data provided by crunchbase