Experience Design Executive Director

Job Description
As an Experience Design Executive Director in Commerce Payments, you will spearhead a team of talented professionals to conceptualize, structure, and detail our offerings within the broader user journey landscape. Leveraging your expertise in experience design principles, devise and enact innovative policies and processes that elevate the user experience and resonate with our organizational strategy. Your role involves setting quality benchmarks, managing asset delivery, and shaping the direction of product initiatives by your team. A staunch advocate for inclusive design and accessibility, exemplify and encourage collaboration and lead your team in creating unparalleled experiences for our diverse user base. Your expertise in interaction design positions you as an advisor to senior management on complex experience design matters, promoting a culture of collaboration and inclusivity across multidisciplinary teams.
Commerce Payments is seeking a leader with practice establishing new products and teams within a large financial institution, while ensuring the customer remains at the heart of all decisions. Strong candidates will be comfortable facilitating partners through ambiguity, driving leaders towards customer-centric decision making, and challenging team members to focus on experimentation and exploration. Top candidates will have proven experience frequently convincing clients or executives to trust and follow "your" strategic vision, then guide the organization to deliver that vision.
Job responsibilities

• Develop and implement user experience strategies in line with business objectives and apply your expertise in interaction design and UX architecture
• Lead, mentor, and inspire a team of experience designers, fostering collaboration, and promoting professional development through coaching and performance management
• Drive innovation by staying abreast of industry trends, accessibility standards, and emerging technologies to maintain our competitive edge and user-centric approach
• Design methods to incorporate insights gained from key performance metrics, utilizing data fluency to inform decision-making and optimize user experiences for diverse customer segments. Build strong relationships with key stakeholders and influence decisions and champion user-centered design principles organization-wide
• Act as a strategic partner with product, engineering, data & analytics to align customer with business objectives and structure work to be impactful
• Create and present artifacts (journey and service map, problem framing, narratives, storyboards, prototypes, etc.) to tell a story that evangelizes your customer-centric point of views
• Define optimal engagement models and routines that create natural connections between products and their teams to go beyond standard UX project planning to prototype the process
• Communicate expectations within your design team - establish a vision, provide creative direction, conduct critique, etc.
• Onboard and manage external agencies during early phase on product lifecycle.

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise in user experience design, focusing on interaction design and UX architecture
• Advanced skills in visual design, storyboarding, and data fluency, capable of creating visually appealing and functional visual elements for digital products and services
• Proven leadership in guiding and mentoring diverse teams of experience designers, fostering collaboration and promoting professional growth
• Demonstrated success in inclusive design, accessibility guidelines, and assistive technology, to create inclusive experiences for diverse users
• Proven understanding of market trends, product knowledge, and technological advancements, with the ability to leverage emerging technologies and industry best practices to drive user experience outcomes.
• Experience leading the design of complex products, services, and/or product suites (complex means: multiple platforms or channels; multiple audiences to address; complicated information and data to manage and make clear)
• Experience working with executives on crucial, fuzzy, ambiguous, 'Big Picture' strategic challenges that touch many teams
• Understands Operating Committee-level (the most senior in the company) strategy, and how the LOB strategy connects with that, as well as current industry dynamics
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Able to form a deep understanding of technical constraints and opportunities, and leverage knowledge to informed design solutions
• Strong presentation skills that showcase ability to articulate strong design rationale, connect design decisions to broader strategic and business decisions, and compel executive stakeholders to action

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation 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.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.