Job Description The Design Customer Experience team is charged with creating a fully integrated, elegant and seamless digital experience across the entire life cycle for our customers, creating a compelling omni-channel experience that both creates efficiencies for our customers and enhances their relationships. Undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. JPMorgan Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambition is to position the firm as the undisputed leader in digital financial services and payments to enable JPMorgan Chase to deliver the highly personalized, real time experiences that customers increasingly expect.

• This leadership role requires a deep understanding of experience design for digital products and services of all kinds, sizes, shapes and contexts.

• The Lead will help set the direction, vision, and methodology for a growing team and set the bar for quality by example, with energy and passion. This will require a strong point of view on design, hands-on creation of experiences, developing strategies for implementation within a complex ecosystem and building meaningful relationships within the organization.

• A user-centric view is paramount for the role, while providing simple, fun and innovatively enriching mobile experiences for our customers. You will be working 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). A balanced understanding of strategy, research, interaction and visual design is a must for the role.

Responsibilities:

• Building and leading a world class user experience design team for JPMorgan Chase. From a focused team size to start with, each experience design team will expand significantly in phases as we establish the next generation digital platform.
• Meeting or beating project metric goals at and after launch.
• Developing appropriate ongoing connection and buy in with the relevant cross functional stakeholders.
• Finally, you are a customer experience advocate and leader, excited about our customer's lives through simple, intelligent and enriching products and experiences.

Qualifications:

• BFA or BA in related field, graduate design degree preferred
• 10+ years of experience of successful UX design and innovation leadership in industries/roles that directly relate to our business
• Banking and operations industry experience preferred
• 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
• 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
• Be experienced in the development of branded design language / systems
• Have a proven record of successfully influencing and evolving complex project/corporate cultures
• Have a keen desire to integrate his or her way of thinking into a world class experience design culture
• Be driven to positively influence the lives our users beyond what is asked for within the company
• Team work: Develops and sustains effective and cooperative working relationships with direct reports, peers, managers and other internal or external stakeholders
• 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. These requirements may include sharing information in the firm's vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.
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.