JPMorgan Chase
Hybrid

Executive Director of User Experience (Home Lending)

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Job Description Chase is looking for an experienced, broad-minded Director of User Experience to help us evolve our design practice, improve quality, and scale our team.
At Chase, we're proud to serve nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Our company is built around making a real difference for our communities, doing what's right for our customers, providing our employees with the opportunity to define unique career paths and sharing ideas that will help propel us into the future.
The Design and Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase's Consumer and Community Bank (CCB). We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers.
The Director, User Experience is a crucial hub, working with senior leadership to understand product and experience strategy, collaborating with cross-functional peers to turn that strategy into a set of product development workstreams, and leading multiple, adjacent design teams in delivering on that strategy, maintaining high standards of quality, and ensuring users remain at the heart of all decisions.
Directors manage Managers, establishing frameworks and practices for people management, and support direct reports through mentorship, professional development, and career-building. Directors are the standard bearers for recruiting and hiring, working with Managers to maintain a high bar for talent, crucial as we continue to scale our organization.
Directors that succeed are strong diplomats and storytellers, using their relationship skills to bring non-designers into the work, and storytelling to persuade and influence stakeholders in order to drive user-centered desired outcomes.
What You'll Do

  • Realizes success primarily through process and quality results
  • Build and manage a design organization across a large Product Line
  • Collaborate with Product and Engineering Executives to scope and plan work across Home Lending, looking forward up to two years
  • In partnership with Principal Designers, lead the creative efforts for your team, across multiple parallel workstreams, establishing a vision for where the work is headed, and establishing a shared understanding of quality
  • Use UX and product strategy to articulate a product vision, roadmap, and requirements, and organize the work of the teams
  • Connect the work of the team to the specific business needs, the competitive landscape, and navigating JPMC to situate teams for success
  • Hold team, and self, accountable for quality work; participates in critique and other review
  • Ensure the teams avoid disruption and distraction so they can maintain focus on producing great work
  • Begin the shift from people management to organizational management-learn to operate through leverage and at scale
  • Prepare team leaders for presenting their work to others
  • Support creation of new product and business strategy at the intersection of user needs and business goals
  • People management for more senior Product Designers and Content Designers, including 1:1s, professional development, performance reviews, etc.
  • Actively recruit and hire Managers and senior Individual Contributors

Our Desired Profile

  • 10 or more years of relevant experience
  • Prior experience leading design teams that shipped impactful products
  • Has successfully managed moderate-sized teams (10+ people)
  • Passionate advocate of putting our users at the heart of the work
  • Success at bringing a range of people into the research and design process, including cross-functional partners (product managers, engineers, stakeholders from the business)
  • Experience leading parallel programs of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
  • Strength in Interaction Design, Visual/UI Design, and Information Architecture
  • Proficiency in adjacent skills such as User Research, UX Writing, Prototyping, and Service Design
  • Excellent communication and presentation skills, including rationale and storytelling that persuades senior leaders
  • Strong facilitation skills and experience employing a variety of methods and techniques; able to get senior executives (MDs and GMs) to actively participate in collaboration sessions
  • Advocate for Accessibility Guidelines and Inclusive Design practices
  • Orderly and organized, keeping themselves and their teams on task and on time
  • Comfortable with structuring and planning design work in cross-functional contexts


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.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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

Culture
Volunteer in local community
Partners with nonprofits
Diversity
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
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
Office Perks
Commuter benefits
Professional Development Benefits
Tuition reimbursement

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