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- Tasks: Lead innovative service design projects to enhance customer experiences in a top financial institution.
- Company: Join J.P. Morgan, a global leader in financial services with a commitment to diversity and inclusion.
- Benefits: Competitive salary, diverse work environment, and opportunities for professional growth.
- Why this job: Shape the future of customer experiences and make a real impact in a dynamic industry.
- Qualifications: Experience in service design and a passion for creating user-friendly solutions.
- Other info: Collaborative culture with excellent career advancement opportunities.
The predicted salary is between 72000 - 108000 £ per year.
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 Vice President Service Design in Operations Experience Design (OXD) organisation within the Commercial and Investment Bank (CIB), 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. You 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
- Align business and customer experience objectives across multiple products and platforms.
- Champion the use of qualitative and quantitative research to identify pain points, opportunities for improvement, and enable innovation in products and features of moderate complexity.
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalised, 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 prioritisation, 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
- Experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
- Proven record in projects focused on end-to-end customer experiences.
- Demonstrated ability to create visual representations of user journeys, including journey mapping, service blueprinting, storyboarding, wireframes, and prototypes.
- 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
- 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.
- 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.
- Measuring success: Experience in creating, monitoring, and tracking OKRs to assess the success of individual, team or stakeholder initiatives.
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
About the Team
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Vice President Service Design employer: Jpmorgan Chase & Co.
Contact Detail:
Jpmorgan Chase & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Vice President Service Design
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or mentors to boost your confidence and refine your storytelling skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Vice President Service Design
Some tips for your application 🫡
Show Off Your Service Design Skills: Make sure to highlight your experience in service design and how it aligns with the role. Use specific examples from your past work that demonstrate your ability to create seamless customer experiences.
Craft a Compelling Story: When writing your application, think of it as telling a story. Showcase your journey in service design, the challenges you've faced, and how you've overcome them. This will help us see your passion and commitment.
Be Clear and Concise: We love clarity! Make sure your application is easy to read and straight to the point. Avoid jargon unless it's necessary, and focus on communicating your ideas effectively.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know Your Service Design Inside Out
Make sure you’re well-versed in the principles of service design and can discuss your past projects confidently. Be ready to share specific examples of how you've improved customer experiences through innovative solutions.
✨Showcase Your Collaborative Spirit
As a Vice President, you'll be leading cross-functional teams. Highlight your experience in facilitating collaboration and consensus among diverse groups. Prepare anecdotes that demonstrate your ability to bring people together towards common goals.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific challenges in service design. Think about potential pain points in customer journeys and be ready to propose actionable strategies to address them, showcasing your problem-solving skills.
✨Visual Communication is Key
Since visual representations are crucial in this role, bring along examples of your work, like journey maps or prototypes. Be prepared to explain your design choices and how they align with user-centred principles and business objectives.
