JPMorgan Chase
New York City, NY

Executive Director, Head of Design, Small Business Lending

| New York City, NY
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Job Description JPMorgan Chase is on a journey to be the most recommended financial partner for small business owners in our communities as they start, run, and grow their business. By leveraging superior digital capabilities, our readily available human support model, and highly personalized, best-in-class, digital experiences, our growing Small Business Design & Customer Experience team will partner with product and technology to create a fully integrated, seamless, omni-channel experience across the entire customer life cycle.
We are actively seeking an energetic and innovative User Experience Design Executive Director as the Head of Design for Business Banking Products.
We are seeking an individual who can collaborate with and influence all levels of the organization to create insights driven, user-centered strategies for our Core Banking Deposits and Lending Products, from discovery to deployment.
The successful ideal candidate will be able to:
  • Leverage a deep understanding of experience design for digital products and services of all kinds, sizes, shapes and contexts.
  • Employ a balanced understanding of all UX disciplines including strategy, research, service design, interaction design and visual design.
  • Work in a fast-paced environment alongside our design systems, data & analytics, architecture, product and engineering teams to deliver new experiences through effective artifacts (from Customer Journeys & Ecosystem Maps to Participatory Design Prototypes & Wireframes).
  • Build and lead a world class user experience design team.
  • Develop talent at all levels to increase leadership and impact on day-to-day design activities.
  • Develop strong, ongoing connections and buy in with the relevant cross functional stakeholders.
  • Drive digital transformation by educating partners and increasing the velocity and quality of collaboration between product, technology and design teams.
  • Be a customer experience advocate and leader, excited about our customer's businesses through simple, intelligent and enriching products and experiences.
  • Design and lead user-centered driven processes and approaches that are fit to purpose and inclusive of partners and other relevant DCE teams.

In addition, candidates should have the following skills and interests:
  • Have a solid understanding of the users, steering not just the design but also influencing the product strategy groups.
  • Enjoy the multi-disciplinary and collaborative nature of matrixed product development.
  • Has a cache of methods for uncovering important contextual details to ensure we're solving the right problems.
  • Enable the team in developing their designs with rationale rooted in user needs and business goals and substantiated by research.
  • Navigate from the strategic level to the details effectively providing the support the design team needs to execute with confidence.
  • Both formally or informally uncover user needs and contexts via primary and secondary research techniques and leverage learnings to come up with innovative ideas and ability to execute them.
  • Create, present, and document proposed solutions from the big ideas to the smallest components which might include interaction models and flows, screen and component states, data and information hierarchies.
  • Work in partnership with Product and Technology to escort a proposed solution through to deployment and beyond ensuring that the vision becomes reality

  • Minimum of 8+ years of experience working as a user experience professional with 5+ years leading and managing diverse teams in complex organizations.
  • Banking industry experience preferred
  • Bachelor's and/or Master's Degree in graphic, industrial, interaction design or related degree.
  • Has evaluated the goals and opportunities of an initiative and then worked to craft a program of work for the UX work stream which has included user research and synthesis, conceptualizing, designing, specification, QA, and deployment.
  • Have experience with leveraging a journey-based design strategy approach for a product platform.
  • Track record of successful deliveries and a strong portfolio that highlights ideas, sound process, rationale and results.
  • Be strongly familiar with design strategy and methods, including front design thinking, service, behavioral and experience design
  • Demonstrated ability of building a strong design team. Ability to influence others and provide thought leadership on design
  • Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment with a proven ability to develop and sustain effective and cooperative working relationships with direct reports, peers, managers and other internal or external stakeholders
  • Actively listens, hears and understands what is said and not said, and with nuanced comprehension of meaning and intent
  • Have deep experience in leading edge design and development of digital experiences across multiple devices / platforms
  • Have a proven record of successfully influencing and evolving complex project/corporate cultures
  • Flexibility/adaptability (ability to change direction based upon team and stakeholder consensus)

The candidate needs to have impeccable interpersonal and people management skills, a proven drive for success, and a deep professionalism in their work.
About Us Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
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.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
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What are JPMorgan Chase Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
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Casual Dress
Commuter Benefits
Game Room
Professional Development Benefits
Tuition Reimbursement
Diversity Program

An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

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