Chase is looking for an innovative Vice President, Service Design who will be part of the Design and Customer Experience (DCE) team, committed to creating top-notch experiences for Chase’s Consumer and Community Bank 

As a Vice President Service Design in Voice, 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.

 

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 

A strong advocate for user-centered design principles, with a passion for understanding and solving user problems.   Bachelor’s or Master’s degree in Human Factors, Business, Journalism, Social Science, Engineering, or an applicable field.   A strong portfolio communicating design thinking process and demonstrating outcomes.