Service Design Vice President

About the role

Join JPMorganChase Corporate Technology at a moment when service design, systems thinking, and AI are reshaping how work gets done. In support of Corporate Responsibility and Morgan Health, this role offers a rare opportunity to influence mission-driven outcomes while modernizing the end-to-end employee experiences that enable them. As a Service Design Vice President, you will play a pivotal role in shaping these experiences by leveraging deep expertise in service design and systems thinking.

The role sits at the center of the convergence between business and technology, where AI is accelerating how solutions are built and how business partners engage with technology. You will lead and scale approaches such as Day in the Life research to uncover how work is actually performed, synthesize insights into actionable outputs, and partner with leadership, product, engineering, and business teams to enable new ways of working.

Responsibilities

• Develop and implement a comprehensive strategy to focus on direct and indirect experiences and align business objectives and employee experience enhancement across multiple products and platforms
• Lead service design and workflow discovery engagements across Corporate Responsibility and Morgan Health Technology, applying methods such as ethnography and contextual inquiry to uncover how work is actually performed
• Design service blueprints and document processes and touchpoints, incorporating 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
• Translate workflow insights into early-stage solution concepts and prototypes, leveraging AI tools to articulate ideas, prototype flows, and accelerate alignment with product, engineering, and business partners
• Operate with a high degree of autonomy to translate strategic direction into actionable outputs and serve as a bridge between business context and technology capabilities

Requirements

• 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 across business, design, product, engineering, and solution domains to bridge strategic intent and practical implementation
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Strong expertise in service design methods, research synthesis, stakeholder management, and translating ambiguous problem spaces into structured opportunities and actionable outputs
• Proven ability to operate at a systems level across complex workflows, decision points, teams, and enabling technologies
• Ability to provide direction and oversight for UX and service design research efforts, ensuring consistency in methodology, quality, and outputs

Preferred Qualifications

• Experience working in AI-enabled, digital transformation, or emerging technology environments
• Familiarity with using AI tools for research synthesis, concept generation, workflow prototyping, or solution framing

About Us

JPMorganChase, 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.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching

Additional details about total compensation and benefits will be provided during the hiring process.

About The Team

Our professionals in Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers, and employees up for success.