Service Design Vice President
Company: JPMorganChase
Location: Wilmington
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 Consumer and Community Banking, 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. Job 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
Demonstrate the value of Service Design as a strategic partner to
senior stakeholders. Can direct self and others in both planning
and structuring the work, and executing on expected levels of
quality. 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
Experience or equivalent expertise in service design, experience
design, or a related field, focusing on end-to-end customer
experiences. Demonstrated ability to create visual representations
of user journeys, including journey mapping, service blueprinting,
storyboarding, wireframes, and prototypes Preferred qualifications,
capabilities, and skills Relevant experience & transferrable
skills: Degree in relevant design discipline (e.g., Service Design,
Product Design, Interaction Design, HCI), certification from
credible bootcamp or similar accelerated learning program, or
equivalent work experience. Preferred experience working in complex
business domains or in enterprise environments working on
large-scale transformation programs User Research : Ability to plan
and conduct user research to identify and articulate key factors
influencing service use and effectiveness. User-Centered Design &
Problem Solving : Expertise in selecting appropriate approaches to
lead projects towards outcomes that are user-friendly, feasible to
implement, and aligned with the business’ strategic vision.
Proficiency in re-framing problems and a fascination for
problem-solving. Workshop Facilitation : Skilled in leading teams
to design and deliver engaging workshops, and in supporting
colleagues to effectively present and inspire stakeholders, and
team members. Communication : Proficient in crafting clear and
engaging visual and written communications, ensuring clarity and
conciseness to effectively convey ideas and recommendations.
Strategic Leadership & Implementation : A track record of forming
well-grounded strategic recommendations. Experience in working with
stakeholders to identify feasible changes, outline timeframes and
resource needs, and plan future work phases. Measuring success:
Experience in creating, monitoring, and tracking OKRs to assess the
success of individual, team or stakeholder initiatives
Keywords: JPMorganChase, Wilmington , Service Design Vice President, IT / Software / Systems , Wilmington, North Carolina
