Experience Design, Executive Director - Home Lending

As an Experience Design Executive Director in Chase Home Lending, you will lead portfolio-level design strategy for end-to-end consumer Home Lending journeys, shaping more coherent cross-channel experiences across how customers explore, apply for, manage, and complete major lending experiences with greater clarity, confidence, and ease.

This role is focused on the front end of experience transformation: translating ambiguous business opportunities into clear problem statements, facilitating discovery, exploring possible solutions, and shaping compelling concepts that can be carried forward by delivery teams.

You will partner closely with business, product, marketing, technology, research, data, risk, and design leaders to align around the most valuable customer problems to solve, shape customer-facing value propositions, and influence the direction of future experiences.

You will manage and coach a team of experience designers, setting strategic direction, raising the quality of work, and helping designers connect their execution to broader customer, commercial, and portfolio outcomes.

While your team may support different areas of the Home Lending portfolio, this role will provide upstream direction and thought leadership that helps teams move faster with greater alignment and a more cohesive end-to-end experience strategy.

You will also help identify where AI-enabled, self-service, and agentic experiences can improve customer outcomes, reduce friction, shorten cycle times, reduce cost per loan, and create revenue opportunity while maintaining responsible, compliant, and trustworthy customer experiences.

Job responsibilities


* Define and lead design strategy for end-to-end consumer Home Lending journeys, connecting customer needs, business priorities, product strategy, and delivery realities into a clear experience direction.


* Orchestrate experience strategy across products, channels, and delivery teams within Home Lending, connecting fragmented efforts into a more coherent portfolio direction and end-to-end customer journey.


* Translate ambiguous business asks into clear problem statements, opportunity areas, principles, and decision-ready concepts that help partners align on what problem to solve and why it matters.


* Facilitate discovery, framing, co-creation, and concept development with cross-functional partners, turning complexity into simple, understandable ideas that energize stakeholders and create buy-in.


* Shape early-stage concepts, narratives, and experience strategies into actionable inputs that delivery teams can pick up, refine, and execute with confidence.


* Lead, coach, and develop a team of experience designers by setting direction, raising craft quality, providing feedback, and helping designers grow their strategic, facilitation, and storytelling capabilities.


* Influence business, product, technology, research, data, risk, and design partners upstream, downstream, and across the orga...