User Experience Strategy Lead, Executive Director

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Seize the opportunity to shape the future of customer experiences through visionary service design leadership and strategic team development.

As a Service Design Executive Director in Consumer & Community Bank Design & Customer Experience (DCE), you will lead the development and implementation of innovative, end-to-end customer experiences across our products and services. Leveraging your expertise in service design, spearhead the development and delivery of service strategy plans, aligning our products and services with business objectives and user needs. Your role involves collaborative efforts with cross-functional teams, nurturing a culture of inclusivity, and mentoring your team towards service delivery excellence. Your advanced knowledge in service design principles will empower you to guide holistic solutions that enhance both direct and indirect customer experiences, contributing significantly to the organization's long-term success.

Job responsibilities:

• Set and direct strategic plans for service design and align business goals and foster a customer-focused approach across the organization
• Lead and mentor a diverse team of service design professionals to create journey maps and service blueprints and promote professional development and performance coaching
• Spearhead innovation by integrating service design practices with experience strategy to ensure a customer-centric approach across all experience journey touchpoints
• Develop methods to track and monitor customer journey experiences to reduce friction for diverse customer segments
   

Required qualifications, capabilities, and skills:

• 7+ years of experience or equivalent expertise in service design, specializing in developing end-to-end direct and indirect customer experiences
• Proven ability to formulate service design strategies that consider people, props, and processes to enhance customer and employee experiences
• Demonstrated proficiency in systems thinking, with an understanding of complex technological systems to ensure optimal performance, scalability, and reliability
• Demonstrated experience in leading cross-functional teams, enhancing collaboration, and mentoring team members in service design methodologies and inclusive design practices
• Prior experience with experience design principles, accessibility guidelines, and assistive technologies, applying these insights to improve service design strategies and comply with industry standards
   

Preferred qualifications, capabilities, and skills:

• 7+ years of experience supporting enterprise organizations and internal functions specifically focused on technology organizations.
• A passion for leveraging AI tools to drive efficiency and productivity in service design and research tasks. 
• A solid understanding of how AI tools and capabilities are changing enterprise organizations specifically technology & development teams.