Experience Design Vice President

About the role

The One Chase Experience Platform team defines and scales shared experience capabilities that support customer and employee experiences across Consumer Banking. This role leads platform-focused experience design efforts across reusable workflows, CRM ecosystems, scheduling, AI-assisted experiences, and shared digital capabilities. The role partners closely with Product, Technology, Architecture, and Design System teams to create scalable, accessible, and data-informed experiences that can be adopted across products, channels, and workflows. Success in this role requires translating business objectives, Jobs-to-be-Done, and user needs into reusable UX patterns, primitives, frameworks, and execution-ready design artifacts. The position helps accelerate delivery, improve experience consistency, reduce friction, and advance the next generation of AI-enabled platform experiences.

Job Responsibilities

• Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas.
• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
• Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion.
• Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions.
• 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.
• Define and lead platform-level UX strategy across shared capabilities, reusable services, and enterprise workflows.
• Translate Jobs-to-be-Done, business goals, and user needs into scalable UX patterns, primitives, frameworks, and platform-ready design solutions.
• Design and operationalize end-to-end workflows across CRM, servicing, scheduling, and customer experience ecosystems.
• Partner with Product, Technology, and Architecture teams to ensure design solutions are feasible, scalable, accessible, and aligned to enterprise standards.
• Integrate AI-enabled capabilities into workflows, including automation, recommendations, decision support, and agentic experience patterns.
• Establish design governance and quality standards that support platform adoption, experience consistency, efficiency gains, and reduced user friction.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in user experience design or similar roles.
• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes.
• Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
• Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making.
• Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience.
• Proven experience designing complex workflows across CRM, enterprise tools, servicing environments, or platform-based experiences.
• Ability to translate strategy into scalable frameworks, reusable experience patterns, and execution-ready design artifacts.
• Experience leveraging design systems and building reusable, pattern-based solutions aligned to enterprise accessibility standards.
• Demonstrated cross-functional leadership across Product, Engineering, Architecture, Design Systems, and Research partners.
• Strong communication and alignment skills, with the ability to influence teams and drive clarity in matrixed organizations.
• Hands-on experience collaborating and prototyping with AI tools such as Copilot, Claude, or ChatGPT to accelerate discovery, ideation, and design execution.

Preferred Qualifications, Capabilities, and Skills

• Design leadership or managerial experience.
• Experience in financial services, banking, or other regulated environments.
• Familiarity with Salesforce Financial Services Cloud, CRM ecosystems, or enterprise servicing platforms.
• Experience designing AI-assisted, agentic, or workflow automation experiences.
• Background in platformization, reusable services, shared capabilities, or capability-based UX.
• Strong understanding of data-informed design, UX measurement, adoption tracking, and experience optimization.
• Experience designing reusable experience frameworks that improve consistency, efficiency, and quality across multiple products, channels, or workflows.