DescriptionChampion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.
As a Vice President Service Design for Personalization & Insights in Consumer and Community Banking, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.
As a Service Design Lead for Personalization and Insights you will directly influence the ongoing commitment for Chase experiences to build trust over the course of each customer relationship as well as enable highly predictive, responsive, and individualized moments across each customer journey.
Job responsibilities
- Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
- Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
- Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
- Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
- Develop and educate colleagues on an expert-level understanding of the backstage system interactions, data flows, and business logic that enable customer experiences.
- Author strategic narratives that simply and effectively communicate complex customer and experience insights to enable key product, business, and technology decisions.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
- Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
- Demonstrated expertise in creating direct and indirect experiences for diverse users
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
- Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
- Experience and comfort operating in highly technical, data driven, and evolving product spaces
- Excellent written and communication skills
Preferred qualifications, capabilities, and skills
- A self-starter, driven by a bias for action to seek out the subject matter experts, artifacts, and partners to drive impact.
- A readiness with driving long term progress over near term perfection