Experience Design Senior Associate - Customer Offer Experience

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.

Contribute to innovative experience design, blending user needs with business goals in the dynamic environment of financial services. Shape simple, compelling offer experiences that make it easier for customers to discover and opt into relevant offers, understand what’s required, and successfully earn their benefits. Use customer insights, prototyping, and experimentation to design and continuously improve digital experiences across the end-to-end offer journey.

As an Experience Design Senior Associate in Consumer Bank Offer Experiences, you will play a pivotal role in shaping the user experience of our products and services by leveraging your advanced knowledge of experience design principles. Collaborating with cross-functional teams, create innovative, inclusive, and accessible solutions that cater to a diverse range of users. As a core contributor, align user needs with business goals. Your strong understanding of the financial services industry and JPMC's IT systems will contribute to the continuous improvement of our offerings, navigating complex problems and driving strategic thinking. Your impact will be significant in the design, architecture, and functionality of our products, ensuring a seamless and enjoyable experience for our customers.

Within Consumer Bank, the Offer Experiences team focuses on helping existing and prospective customers discover relevant offers, understand what is required, and successfully earn their benefits. The team uses customer research, experimentation, behavioral insights, and performance data to continuously improve experiences across the end-to-end offer journey, reducing friction, improving conversion, and making customer interactions more intuitive. Working across product, marketing, research, analytics, content, and technology, designers create cohesive experiences that can scale across products, customer segments, and channels.

Job responsibilities 
 

• Design and develop elegant solutions to specific interaction problems and ensure consistency across multiple products and platforms while adhering to industry best practices
• Apply advanced knowledge of information architecture and storyboarding to create user-centric designs that enhance navigation, findability, and overall user satisfaction
• Conduct data-driven analyses to inform design decisions and use data to transform raw information into valuable insights to inform decision-making
• Collaborate with cross-functional teams to incorporate inclusive design principles and accessibility guidelines to ensure our products and services cater to a diverse range of users
• Operate with an iterative design mindset and incorporate user feedback and insights to continuously improve the overall user experience of our offerings
  Assist in the analysis of market trends, user research studies, and user behavior analyses to inform design decisions and contribute to the team's strategic thinking
• Design end-to-end offer journeys that help customers discover relevant offers, understand eligibility and requirements, and successfully earn their benefits.
• Produce customer journeys, user flows, wireframes, prototypes, and high-fidelity designs that communicate the experience vision, validate assumptions, compare approaches, and support implementation from concept through delivery.
• Contribute reusable patterns and components to the design system, documenting guidance that supports consistent implementation across products, customer segments, and channels.
   

Required qualifications, capabilities, and skills 
 

• 3+ years in a user experience design or equivalent role dedicated to improving experiences with digital products and services
• Proven ability to create visually appealing and functional designs using industry-standard tools (e.g., Figma, Sketch, or Adobe Creative Suite)
• Demonstrated experience in designing and optimizing user experiences across multiple platforms, including web, mobile, and other digital channels
• Previous experience interpreting complex data and transforming it into actionable insights for informed decision-making
• Proficient understanding of inclusive design principles, accessibility guidelines, and assistive technologies, with a history of creating accessible and inclusive digital experiences
• Experience taking design concepts from initial ideas through tested user flows, wireframes, prototypes, and final designs, using feedback to improve the customer experience.
• Experience prototyping and testing new ideas to learn what works and improve the customer experience.
• Ability to work collaboratively with product, research, content, marketing, analytics, and technology partners to bring experiences to life.
• Strong communication and storytelling skills, with the ability to explain design decisions and advocate for the customer.
   

Preferred qualifications, capabilities, and skills 

• Background in digital offers, promotions, loyalty programs, acquisition journeys, or other conversion-focused experiences
• Familiarity with financial services, another regulated industry, or a similarly complex field
• Hands-on experience planning experiments, defining success measures, and using results to improve conversion
• Understanding of personalized experiences and AI-supported interactions
• Comfort using AI-assisted design workflows to explore ideas, prototype concepts, or improve efficiency
• Familiarity with marketing campaign content, including offer messaging, calls to action, and content hierarchy