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Lead Service Designer
Senior Service Designer – Digital Team
Join our dynamic team of diverse professionals from top tech giants, blockchain innovators, and FinTech unicorns. We're looking for an experienced Service Designer to shape customer experiences across channels. Use your expertise in service design and systems thinking to lead key initiatives, collaborate with diverse teams, and enhance customer satisfaction. Your strategic insights and guidance will be crucial in delivering exceptional service experiences.
Job Responsibilities
- Develop and implement a comprehensive service strategy to align business objectives with customer experience enhancement across multiple products and platforms
- Create clear future-state service propositions, journeys, and concepts that deliver value to both customers and the business
- Partner with Product, Design, Engineering, Operations, Customer Support, Risk & Compliance, Legal, and Data teams to shape end-to-end service experiences across all channels and touchpoints
- Work with UX Research and Data to plan, conduct, and synthesise research, informing and validating service design deliverables
- Lead cross-functional teams to create storyboards, service blueprints, and research that identify pain points and improvement opportunities
- Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences
- Build experience maps and service prototypes illustrating customer journeys, adopting an iterative, continuous-refinement mindset
- Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics
- Communicate complex service design thinking clearly to stakeholders
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Required Qualifications, Capabilities & Skills
- Solid hands-on experience in roles such as Senior or Lead Service Designer, or related fields, focusing on end-to-end customer experiences
- Proven record in service design projects, including journey mapping, service blueprinting, and storyboarding, leading to measurable impact
- Experience in conducting user research to inform service design outcomes
- Strong portfolio demonstrating end-to-end service design work, from discovery and insight through to service blueprints and future-state journeys
- Excellent communication skills, capable of articulating service design artefacts to stakeholders effectively
- Representation of service design in key governance and decision forums, with experience in fast-paced, iterative design approaches involving frequent testing and refining of concepts
- Strong collaborative skills, adept at building alignment across diverse teams
- Degree in Design, Service Design, HCI, Behavioural Science, Business, or a related field—or equivalent practical experience
Preferred Qualifications
- Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals
- Confidence leading workshops, co-creation sessions, and playback meetings with senior, cross-functional stakeholders
- Comfortable presenting and tailoring communication style for different audiences
- Builds trusted relationships with Product, Engineering, Operations, Risk, Compliance, and other key teams
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About J.P. Morgan
J.P. Morgan is a global leader in financial services, providing strategic advice and products to corporations, governments, wealthy individuals, and institutional investors. Our approach—"first-class business in a first-class way"—guided by cutting-edge innovation drives our client success.
We believe our people are our strength, and embracing diversity and inclusion is core to our culture. As an equal opportunity employer, we do not discriminate on the basis of protected attributes such as race, religion, gender identity, age, disability, or veteran status. We make reasonable accommodations for applicants’ and employees’ needs and encourage all applicants to request accommodations, if required.
Our Corporate Functions—from finance and risk to human resources and marketing—enable our firm’s success. The Digital team, in particular, creates innovative, industry-leading products and experiences, empowering customers to access, share, and control their financial data securely while upholding customer control, convenience, and privacy.
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