At a Glance
- 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.
- Other info: Collaborate with cross-functional teams in a dynamic, fast-paced environment.
- Why this job: Make a real impact by shaping customer journeys and driving strategic initiatives.
- Qualifications: Experience in service design and a passion for creating user-friendly solutions.
The predicted salary is between 80000 - 100000 £ 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
- 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.
- 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.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
Vice President Service Design in London employer: TwinThread
At J.P. Morgan, we pride ourselves on being a leading financial institution that champions innovation and excellence in service design. Our collaborative work culture fosters diversity and inclusion, providing employees with ample opportunities for professional growth and development. As a Vice President Service Design, you will not only influence strategic initiatives but also be part of a team that values your unique expertise and contributions, ensuring a rewarding and meaningful career path in the heart of the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Vice President Service Design in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio that highlights your service design projects and customer experience strategies. Use visuals like storyboards and journey maps to make your work pop and demonstrate your expertise.
✨Tip Number 3
Prepare for interviews by practising your storytelling. Be ready to discuss how you've tackled challenges in service design and how your solutions improved customer experiences. Make it relatable and engaging!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Vice President Service Design in London
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 projects that demonstrate your ability to create seamless customer experiences.
Craft a Compelling Story:Your application should tell a story about your journey in service design. We want to see how you've evolved, the challenges you've faced, and how you've overcome them. Make it engaging and relatable!
Be Data-Driven:Since we value both qualitative and quantitative research, include any relevant data or metrics that showcase your impact on previous projects. This will help us see the tangible results of your work.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity in our team!
How to prepare for a job interview at TwinThread
✨Know Your Service Design Inside Out
Make sure you brush up on your service design principles and methodologies. Be ready to discuss how you've applied these in past projects, especially focusing on end-to-end customer experiences. This will show that you not only understand the theory but can also implement it effectively.
✨Prepare for Cross-Functional Collaboration
Since this role involves leading cross-functional teams, think of examples where you've successfully collaborated with diverse groups. Be prepared to share how you facilitated consensus and drove projects forward, as this will demonstrate your leadership skills and ability to work well with others.
✨Showcase Your Visual Communication Skills
Bring along examples of your journey maps, service blueprints, or prototypes. Being able to visually communicate your ideas is crucial in this role, so make sure you can explain your thought process behind these visuals and how they contributed to enhancing customer experiences.
✨Demonstrate a User-Centric Mindset
Be ready to discuss how you've conducted user research and used those insights to inform your design decisions. Highlight any experience you have with iterative design processes and how you've refined concepts based on user feedback, as this aligns perfectly with the expectations for this position.
