Service Design - Business Banking, Vice President

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 experime...