Service Design Vice President
Company: JPMorganChase
Location: Brooklyn
Posted on: April 1, 2026
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Job Description:
Description Champion cutting-edge service design to shape
customer experiences and influence strategic initiatives in a
leading financial institution. Lead cross-functional teams to
deliver excellence in service design. As a Service Design Vice
President in Digital, you will play a pivotal role in shaping
end-to-end customer experiences by leveraging your deep expertise
in service design and systems thinking. Spearhead strategically
important initiatives, collaborating with diverse teams to develop
innovative solutions that align with business objectives and
enhance customer satisfaction. As an expert in service design,
apply your advanced knowledge of service design principles to
create seamless, inclusive, and accessible experiences for our
diverse clientele. Your strategic thinking, compelling storyboards,
and guidance to cross-functional teams will be instrumental in
delivering exceptional service experiences. AI is rapidly changing
the face of customer experience. With Agentic, we have the
opportunity to help our customers realize their full financial
potential in ways that we are just beginning to imagine. The
Digital team is creating these new experiences with a platform
approach to enable our Lines of Business. Collaborating with a
fast-paced, multidisciplinary team, the Vice President of UX
Research will play a pivotal role in imagining, testing, and
realizing Agentic experiences for our customers. Job
responsibilities Develop and implement a servicing strategies
focused on merging existing channels with emerging technologies in
a way that aligns business objectives with 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
Prototype and validate agentic experiences in close partnership
with engineering and AI platforms Design for trust, control, and
progressive autonomy in agentic systems Translate complex agentic
platforms into scalable, repeatable experience patterns Champion
experience?led decision making in ambiguous, fast?moving
environments Required qualifications, capabilities, and skills 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 Preferred qualifications, capabilities,
and skills Experience with agentic technology, large language
models, and the latest services and customer experiences bringing
those technologies to market Experience building or deploying
technology incorporating machine learning, large language models or
agents
Keywords: JPMorganChase, New Brunswick , Service Design Vice President, IT / Software / Systems , Brooklyn, New Jersey
