Service Design Vice President

We have an exciting opportunity for you to lead innovative service design and AI strategy in Business Banking. Join us to influence customer experiences and drive impactful change.

As a Service Design Vice President in Business Banking, you will shape end-to-end customer experiences and lead AI experience strategy for Chase for Business within Small Business. You will collaborate with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction.

Job responsibilities

• Develop and implement service strategies to enhance customer experiences across products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and champion innovation
• Design service blueprints and document processes, incorporating inclusive design principles for accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys and drive continuous refinement
• Collaborate with stakeholders to integrate customer-centric decision-making and develop experience-led metrics
• Analyze market trends and user research to inform design decisions and optimize experiences
• Set and execute AI experience strategy, converting vision into sequenced outcomes and value narratives

Required qualifications, capabilities, and skills

• Five years of experience in service design, experience design, or a related field focusing on end-to-end customer experiences
• Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams and facilitate collaboration toward common goals
• Experience with iterative design approaches involving frequent testing and refinement
• Leadership of AI-enabled or data-driven experiences in an enterprise environment
• Experience with AI integration and collaborating with AI prompt engineers to deliver solutions

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Experience across Financial Services domains such as onboarding, payments, lending, or banker tools
• Familiarity with JTBD frameworks and AI UX evaluation practices
• Five years in Experience or Service Design with multiplatform, end-to-end delivery and a portfolio of accessible products