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


* Create storyboards, journey maps, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity


* 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


* 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


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


* Demonstrate 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 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 rol...