Job Description

Champion 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 Service Design Vice President in Business 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. You will lead AI experience strategy and service design for Chase for Business within Small Business. 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. Our AI approach in Business Banking emphasizes adoption of firm AI tools, bottom-up use-case discovery, and strategic impact prioritization.

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
• 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
• Set a compelling AI experience strategy and north-star vision; convert strategy into sequenced bets, outcomes, and value narratives used in planning and funding
• Lead end-to-end initiatives across products and channels-owning service blueprints, interaction models, and content patterns for AI experiences at scale
• Institutionalize responsible AI UX (transparency, controls, consent, fallback, accuracy expectations) with Risk/Legal/Controls and platform partners
• Coach, critique, and grow designers (and adjacent crafts) delivering AI work; raise craft quality and speed while aligning to design systems and standards
• Measure what matters-define experiment plans and KPIs (adoption, task success, complaint rate, CSAT/NPS, time-to-value) and drive iteration based on evidence
• Represent SMB DCE in cross-LOB forums; connect AI efforts to Business Banking priorities

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
• Proven leadership of AI-enabled or data-driven experiences (assistive workflows, recommendations, knowledge retrieval, or conversational support) in an enterprise environment
• Comfortable with ambiguity; Can work independently with intelligent initiative, and collaborate easily and productively with teams
• Experience with AI integration and use cases of collaborating with AI prompt engineers to deliver AI solutions
• Advanced ability to diagram service flows, prototype, and communicate trade-offs across business, design, data, and engineering
• Demonstrated success partnering with Risk/Legal/Controls and platform teams to deliver governed AI solutions
• Strong data fluency- able to use insights to inform prioritization, evaluate model/UX performance, and tell a clear outcomes story

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Experience across Financial Services domains (onboarding, payments, lending, banker tools) and operating in a quad model
• Familiarity with JTBD frameworks and AI UX evaluation (explainability, safety, bias mitigation) practices
• 5+ years in Experience or Service Design with multi-platform, end-to-end delivery; portfolio shows shipped, accessible products/services

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, 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.

Equal Opportunity Employer/Disability/Veteran

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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