Job Description Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.
As a Service Design Senior Associate in Digital Channels Partner Engagement & Customer Ecosystem team, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees' and customers' experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.
The Partner Engagement & Customer Ecosystem team's focus is on Discovery and works on opportunities in the three to five year time frame
Job responsibilities Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey Assist in the creation of experience maps and service prototypes that illustrate customer journeys Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings Conduct service design research, including co-design sessions, participatory design sessions, and service design pilots working as an integrated part of the design team. Develop research and design strategies while conducting research, synthesizing findings, and communicating insights to inspire teams, catalyze design, and fuel strategic decisions. Codesign service pilots, coming up with service experimentation plans and learning agendas, synthesizing pilot finding and recommendations, and analyzing experimentation data to influence delivery iterations. Work with your cross-functional team members to ensure research and study design connect back to key experience metrics and business results. Collaborate with business and technology stakeholders to advocate on behalf of the user experience while proposing actionable recommendations. 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 in the financial services industry Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users' needs Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions Knowledge of user experience research tools and techniques (e.g., generative research planning and executing, ethnography, interviews, usability testing, benchmarking, card sorts, etc.), and understanding of the strengths and weaknesses of each. Experience working as an individual contributor in a high performing, collaborative team. Experience in service design, design research, and UX research principles/methods. Ability to conduct work in a highly technical, highly regulated, changing environment. Ability to work autonomously without being directed while knowing when to collaborate, share works in progress, and receive feedback. Excellent communication, listening, and collaboration skills- write, speak, and present information effectively, persuasively, and confidently in a variety of settings. Preferred qualifications, capabilities, and skills Experience working in omnichannel service design delivery and experimentation. 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. For those in eligible roles, discretionary incentive compensation which may be 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/Veterans
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.
