JP Morgan Chase & Co.

Service Design - Senior Associate

JP Morgan Chase & Co.$90K — $120K *
Plano, TX 75025In-Person
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3+ years of experience in service design focused on customer and employee experiences
  • Proven track record in journey mapping, service blueprinting, and storyboarding
  • Strong ability to collaborate in cross-functional teams and drive consensus
  • Experience with iterative design processes and fast-paced environments
  • Demonstrable skills in visualizing user journeys through various design artifacts
  • Proficiency in conducting workshops to improve customer journeys

Responsibilities

  • Design and execute a comprehensive service strategy to enhance direct and indirect customer experiences across multiple platforms
  • Collaborate with teams to create storyboards and service blueprints, identifying pain points and opportunities for innovation
  • Develop journey maps and service blueprints that incorporate inclusive design for personalized, accessible experiences
  • Work with stakeholders to integrate customer-centric metrics and prioritize enhancements based on business goals
  • Demonstrate the strategic value of service design to stakeholders
  • Champion experience-led decision making in dynamic environments

Benefits

  • Opportunity to shape end-to-end customer experiences
  • Engage in innovative projects using the latest service design methods
  • Collaborate with diverse cross-functional teams
  • Contribute to high-impact strategies within a leading financial services division
  • Access to cutting-edge technology and market-leading services
Full Job Description
Job Description

As a Service Design Senior Associate in Consumer Banking Deposits, you will play a pivotal role in shaping end-to-end customer experiences, by leveraging your deep expertise in service design and systems thinking. As a core contributor participate in the execution of service strategies, designed to serve our customer experiences navigating products and services. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities
  • Design 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
  • Collaborate with 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 journey maps, service blueprints, and document processes and touchpoints, and incorporate inclusive design principles for seamless, personalized, and accessible experiences
  • Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
  • Demonstrate the value of service design as a strategic partner to stakeholders
  • Champion experience-led decision making in ambiguous, fast-moving environments

Required qualifications, capabilities, and skills

  • 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences
  • Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
  • 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
  • Experience in service design, experience design, focusing on end-to-end customer experiences
  • Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
  • Demonstrated ability to create visual representations of user journeys, including journey maps, service blueprints, storyboards, wireframes, and prototypes

Preferred qualifications, capabilities, and skills

  • Skilled in leading teams to design and facilitate engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders and team members
  • Experience with agentic technology, large language models, and the latest services and customer experiences bringing those technologies to market


About the Team

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.

About JP Morgan Chase & Co.

JP Morgan Chase & Co. stands at the forefront of the global financial services industry. They offer an expansive array of products and services to a diverse clientele, including individuals, corporations, governments, and institutions. Ever since the merger of J.P. Morgan & Co. and Chase Manhattan Corporation in 2000, this industry-leading entity has become renowned for its comprehensive portfolio encompassing consumer and community banking, corporate and investment banking, commercial banking, as well as asset and wealth management. Headquartered in the vibrant city of New York, JP Morgan Chase & Co. boasts a formidable presence across over 100 countries worldwide.

Unveiling Employment Opportunities at JP Morgan Chase & Co.

Vacancies and Hiring Initiatives

JP Morgan Chase & Co. is continuously on the lookout for talented individuals eager to contribute to its legacy of excellence. The company's recruitment efforts are geared towards identifying candidates with the right blend of skills and qualifications to drive forward its various business segments. Whether you are a seasoned professional or a recent graduate, JP Morgan Chase offers a plethora of job openings across multiple disciplines.

High-Demand Positions

Among the myriad of roles, certain positions stand out for their attractive compensation packages and career advancement prospects. Notably, high-paying jobs at JP Morgan Chase & Co. include Relationship Manager, Branch Manager, and Software Engineer. These roles are critical to the firm's operations and offer lucrative opportunities for those with the requisite expertise.

Navigating the Job Market at JP Morgan Chase & Co.

Leveraging Job Portals and Job Alerts

For job seekers aiming to tap into the opportunities at JP Morgan Chase, staying updated through job portals and subscribing to job alerts is crucial. These tools can provide timely information about job openings, job fairs, and recruitment events, enabling candidates to apply promptly and prepare adequately for interviews.

Preparing Your Job Application

Your job application, comprising your resume and cover letter, is your ticket to securing an interview at JP Morgan Chase. Highlight your qualifications, skills, and experiences that align with the job listing, ensuring you stand out in the competitive job market.

Acing the Interview

Preparation is key to succeeding in your interview with JP Morgan Chase. Familiarize yourself with the company's business segments, values, and recent achievements. Demonstrating how your background and aspirations match the company's goals can significantly increase your chances of employment. A World of Job Opportunites in the Financial Services Industry JP Morgan Chase & Co. offers a world of job opportunities for those seeking to make their mark in the financial services industry. With competitive salaries, comprehensive benefits, and endless possibilities for growth, positions at JP Morgan Chase are highly coveted. By staying informed through job sites, tailoring your applications, and preparing thoroughly for interviews, you can enhance your prospects of joining the esteemed ranks of JP Morgan Chase employees. Explore the job board, seize the job opportunities, and embark on a rewarding career journey with one of the world's leading financial institutions.
Learn more about JP Morgan Chase & Co.
Size
661 employees
Market Cap
$384.5 billion
Industry
Net Income
$29.1 billion
Founded
1823
5 Year Trend
+0.7%
Revenue
$261.5 million
NASDAQ

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