Shape the future of user experience with strategic design initiatives that blend business needs and user insights.
As an Experience Design Lead, Vice President in Infrastructure Platforms Foundational Services, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.
Job responsibilities
- Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
- Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
- Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
- Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
- Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels.
- Define and lead the experience design strategy for Infrastructure Platforms Foundational Services, aligning design priorities to business goals, platform strategy, operational resilience, and measurable customer outcomes.
- Ensure end-to-end service and product journeys are considered across Foundational Services, including Storage, Network Services, Data Protection & Recovery, and Data Center Services.
- Partner across SRE & Automation, Production Services, Risk & Controls, and adjacent Infrastructure Platforms domains to create consistent, connected experiences across shared platforms, touchpoints, and handoffs.
- Develop and institutionalize service design artifacts, journey maps, service blueprints, standards, and reusable interaction patterns that improve usability, accessibility, scalability, and consistency across enterprise infrastructure experiences.
- Use research, journey analysis, operational data, and customer feedback to identify friction points, inform prioritization, and improve experiences across multiple product and service areas.
- Partner with engineering and architecture teams to design trustworthy technology-enabled and AI-enabled interaction models that balance automation, transparency, control, and operational safety.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in user experience design or similar roles.
- Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes.
- Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
- Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making.
- Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience.
- Extensive experience in product design, experience design, service design, or human-centered design leadership, including leadership of strategically important initiatives across complex enterprise environments.
- Demonstrated ability to define and execute experience strategy across multiple product or service areas, aligning user needs, business objectives, technology constraints, and operational considerations.
- Deep experience designing for highly technical platforms, infrastructure products, engineering workflows, or operational environments, with strong fluency in complex systems and service dependencies.
- Strong understanding of enterprise platforms, SRE and automation practices, service operations, developer and operator experience, accessibility, and data-informed design decision-making.
- Experience establishing standards, frameworks, and quality benchmarks that scale across teams and improve consistency, usability, and effectiveness of digital and service experiences.
- Exceptional communication, storytelling, facilitation, and executive presentation skills, with the ability to translate complex technical ecosystems into clear experience strategies and actionable design direction.
Preferred qualifications, capabilities, and skills
- Design leadership or managerial experience
- Experience within large-scale infrastructure, platform engineering, cloud operations, or financial services environments.
- Experience working in highly regulated, risk-aware environments with an appreciation for governance, controls, resilience, and operational safety.
- Experience applying service design, journey mapping, blueprints, and systems thinking to improve end-to-end enterprise and customer experiences across organizational silos.
- Familiarity with technology-enabled or AI-enabled tools that can enhance research, design, automation, and operational experiences in complex enterprise settings.
- Familiarity with designing AI-assisted enterprise experiences and human-in-the-loop operational systems.
- Experience advising executive leadership on transformation initiatives, operating model changes, or strategic investments related to product, platform, or service experience.
This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries.
About Us
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, paid in the form of cash and/or forfeitable equity, 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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
Skills Required
- 5+ years of experience in user experience design or similar roles
- Create visual representations of user journeys such as storyboarding, wireframes, and prototypes
- Experience in inclusive design and accessibility guidelines
- Proven ability to develop transformational innovation strategies and 'north star' representations for products/experiences
- Advanced technical literacy including client-side technologies, APIs, microservices, and technology stack impacts on UX
- Extensive leadership experience in product, experience, service, or human-centered design across complex enterprise environments
- Ability to define and execute experience strategy across multiple product or service areas aligning user needs, business objectives, technology, and operations
- Deep experience designing for technical platforms, infrastructure products, engineering workflows, or operational environments
- Strong understanding of enterprise platforms, SRE and automation practices, service operations, and data-informed design decision-making
- Experience establishing standards, frameworks, and quality benchmarks that scale across teams
- Exceptional communication, storytelling, facilitation, and executive presentation skills
- Design leadership or managerial experience
- Experience within large-scale infrastructure, platform engineering, cloud operations, or financial services environments
- Experience in highly regulated, risk-aware environments with governance, controls, resilience, and operational safety
- Experience applying service design, journey mapping, blueprints, and systems thinking across organizational silos
- Familiarity with technology-enabled or AI-enabled tools to enhance research, design, automation, and operations
- Familiarity with designing AI-assisted enterprise experiences and human-in-the-loop operational systems
- Experience advising executive leadership on transformation initiatives, operating model changes, or strategic investments
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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