Service Design - Senior Associate

As a Service Design Senior Associate in Consumer Banking Deposits, you will play a pivotal role in shaping end-to-end customer experiences, by leveraging your deep expertise in service design and systems thinking.

As a core contributor participate in the execution of service strategies, designed to serve our customer experiences navigating products and services.

Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities


* Design 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


* Collaborate with 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 journey maps, service blueprints, and document processes and touchpoints, and incorporate inclusive design principles for seamless, personalized, and accessible experiences


* Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals


* Demonstrate the value of service design as a strategic partner to stakeholders


* Champion experience-led decision making in ambiguous, fast-moving environments

Required qualifications, capabilities, and skills



* 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences


* Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding


* 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 in service design, experience design, focusing on end-to-end customer experiences


* Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey


* Demonstrated ability to create visual representations of user journeys, including journey maps, service blueprints, storyboards, wireframes, and prototypes

Preferred qualifications, capabilities, and skills



* Skilled in leading teams to design and facilitate engaging workshops, and in supporting colleagues to effectively present and inspire stakeholders and team members


* Experience with agentic technology, large language models, and the latest services and customer experiences bringing those technologies to market

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their...