Head of Design, Executive Director - Small Business Insurance

📍 Job Overview

Job Title: Head of Design, Executive Director - Small Business Insurance

Company: JPMorgan Chase & Co.

Location: Columbus, Ohio, United States

Job Type: Full time

Category: Product Design & Customer Experience Operations

Date Posted: 2026-04-29T13:31:57

Experience Level: 10+ years

Remote Status: On-site

🚀 Role Summary

• Lead the strategic vision and execution for Small Business Insurance product design, focusing on creating seamless, omni-channel customer experiences.

• Drive user-centered design strategies by leveraging customer insights, data analytics, and advanced digital capabilities to inform product and business strategy.

• Manage and mentor a high-performing multidisciplinary design team, fostering professional development and ensuring alignment with business objectives and quality standards.

• Collaborate closely with cross-functional partners in Product, Technology, and Data & Analytics to deliver innovative insurance solutions that deepen customer relationships.

📝 Enhancement Note: This role is positioned as an Executive Director and Head of Design, indicating a significant leadership mandate. The focus on "Small Business Insurance" within a large financial institution like JPMorgan Chase suggests a strategic initiative to build out or enhance a critical product offering. The emphasis on "omni-channel," "digital-led," and "customer life cycle" points towards a complex operational and strategic challenge requiring strong leadership in design operations and customer journey optimization.

📈 Primary Responsibilities

• Spearhead the development of experience-led visions ("north stars") for Small Business Insurance products, integrating user needs with business goals.

• Conduct primary and secondary research to uncover user needs and contextual insights, translating findings into innovative and executable design solutions.

• Lead the discovery and delivery of omni-channel experiences across digital, human, and agentic channels, employing a service design approach.

• Strategically leverage Chase's broader data, product, and servicing ecosystem to proactively engage customers with relevant insurance coverage needs based on event triggers.

• Partner with the Small Business Design & Customer Experience (DCE) Leadership team to plan and structure work across multiple parallel workstreams, establishing a clear vision and shared understanding of quality.

• Translate product vision, roadmap, and requirements into actionable design strategies, ensuring a user-centered perspective is maintained.

• Present the team's design work and strategic recommendations to cross-functional Managing Directors and executive leadership.

• Recruit, manage, and mentor a team of Service Designers, UX Designers, Researchers, and Content Designers, including conducting 1:1s, performance reviews, and facilitating professional development.

• Ensure design and cross-functional teams remain focused on product and business objectives to maximize customer impact.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design direction, and people management. The emphasis on "omni-channel experiences," "service design approach," and "event triggers" suggests a need for sophisticated customer journey mapping and proactive engagement strategies, deeply intertwined with operational processes and data utilization.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of 10 years of relevant work experience in design leadership.

• Proven experience leading the design of complex products, services, or product suites that involve multiple platforms, channels, diverse audiences, and intricate data management.

• Demonstrated ability to evaluate initiative goals and opportunities, then craft a comprehensive UX workstream program encompassing user research, synthesis, conceptualization, design, specification, QA, and deployment.

Required Skills:

• Insurance Sector Expertise: Direct experience in the Insurance sector, with exposure to Commercial Property & Casualty Insurance, General Liability, Worker’s Compensation, and/or Cyber Liability.

• Core Design Craft: Expertise in Interaction Design, Service Design, and Information Architecture.

• Adjacent Design Skills: Strength in User Research, UX Writing, and Prototyping.

• Strategic Thinking: Ability to lead new business thinking and strategy through user-centered design work.

• Facilitation: Strong facilitation skills with experience employing diverse methods for complex design-led workshops.

• Cross-functional Collaboration: Proven ability to lead design teams and collaborate effectively with senior leaders across Product, Technology, Marketing, Legal, and Risk.

Preferred Skills:

• AI & Innovation: Advocate for and builder of AI experimentation and solutions across the product development lifecycle.

• Service Design Mastery: Deep expertise in journey and service mapping, storytelling, product design, problem framing, and solving complex design problems.

• Business Acumen: Pragmatic understanding of the core business model and value proposition for Business Banking.

• Inclusive Design: Advocate for Accessibility Guidelines and Inclusive Design practices.

• Organizational Skills: Orderly and organized, adept at keeping themselves and their teams on task and on time.

• Technical Familiarity: Familiarity with HTML, CSS, and JavaScript, frameworks such as React, and mobile UI standards.

• Digital Agency Experience: Domain expertise in a digital agency multi-carrier choice model would be an advantage.

📝 Enhancement Note: The requirement for direct "Insurance sector" experience, particularly in Commercial P&C lines, is a critical differentiator. The emphasis on a "service design approach" and "omni-channel experiences" alongside traditional UX skills indicates a need for a candidate who can think holistically about the entire customer journey and operational touchpoints, not just digital interfaces.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Impact: Showcase case studies that clearly articulate the problem, your role, the design process, and measurable business/customer outcomes, particularly within complex product suites or service ecosystems.

• Omni-Channel Strategy: Include examples of designing for integrated experiences across multiple channels (digital, human, agentic), demonstrating an understanding of how different touchpoints connect.

• Service Design: Present work that illustrates the application of service design principles, including journey mapping, stakeholder mapping, and defining service blueprints.

• Insurance Domain Relevance: Prioritize projects that demonstrate experience or understanding of the insurance industry, particularly commercial lines, highlighting how user needs were met within regulatory and business constraints.

• Leadership & Collaboration: Provide evidence of leading design efforts, managing teams, and collaborating effectively with product, engineering, and business stakeholders to drive initiatives from concept to launch.

Process Documentation:

• Research Synthesis: Clearly document how user research findings were synthesized to inform strategy and design decisions, including methodologies used (e.g., persona development, journey mapping, usability testing reports).

• Design Process Flow: Outline the end-to-end design process followed for key projects, detailing stages from discovery and ideation to prototyping, testing, and handoff for implementation.

• Cross-functional Workflow: Illustrate how design processes were integrated with product management, engineering, and data analytics workflows, emphasizing collaboration and feedback loops.

• Measurement & Iteration: Demonstrate how design solutions were measured for impact (e.g., KPIs, user feedback, A/B test results) and how insights were used for iterative improvements.

📝 Enhancement Note: For a role at this level, the portfolio is expected to go beyond individual UI designs. It should showcase strategic thinking, leadership, a deep understanding of complex systems, and a proven ability to drive measurable business outcomes through design, particularly in a regulated industry like insurance. The emphasis on "service design" and "omni-channel" means portfolios should highlight holistic customer journey design.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive health care coverage (medical, dental, vision).

• On-site health and wellness centers.

• Retirement savings plan (e.g., 401(k) with company match).

• Backup childcare services.

• Tuition reimbursement for continued education and professional development.

• Mental health support and resources.

• Financial coaching and planning services.

Working Hours:

• Standard full-time hours, typically 40 hours per week, with expectations for flexibility to meet project deadlines and business needs.

📝 Enhancement Note: The salary range is an estimate for a senior executive-level position in a high-cost-of-living area for a major financial institution. The estimated range reflects the significant leadership responsibilities, specialized industry knowledge, and strategic impact expected. The comprehensive benefits package is standard for large corporations in the financial services sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, specifically focused on Consumer & Community Banking and Small Business solutions, with a growing emphasis on integrated insurance offerings.

Company Size: Large multinational corporation (over 100,000 employees globally).

Founded: JPMorgan Chase & Co. has a long history, with its modern iteration formed through various mergers, tracing roots back over 200 years. This indicates a culture that balances tradition with innovation.

Team Structure:

• The Small Business Design & Customer Experience (DCE) team is a specialized unit within the broader Consumer & Community Banking division. It operates with a "quad" partnership model, closely aligning Design with Product, Technology, and Data & Analytics.

• This role leads a specific sub-team focused on Small Business Insurance, likely comprising Service Designers, UX Designers, Researchers, and Content Designers.

Methodology:

• User-Centered Design: A core methodology is deeply embedding user needs and insights into all stages of product and service development.

• Data-Driven Decision Making: Leveraging data from Chase's extensive customer base to inform strategy, personalize experiences, and measure impact.

• Service Design Approach: Focus on mapping and optimizing the entire customer journey across all touchpoints, not just digital interfaces.

• Agile & Iterative Development: Working in partnership with Technology and Product teams, likely employing agile methodologies for rapid prototyping, testing, and deployment.

• Strategic Planning: Developing long-term visions ("north stars") and defining roadmaps that align with business objectives and market opportunities.

Company Website: https://www.jpmorganchase.com/

📝 Enhancement Note: JPMorgan Chase is a well-established, large-scale financial institution. The culture likely emphasizes rigor, compliance, data security, and a customer-centric approach, balanced with a drive for digital innovation. The "quad" partnership model is common in modern product development organizations aiming for integrated execution.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

• The Head of Design will likely report to a senior leader within the Small Business DCE organization (e.g., a VP or GM of Small Business DCE).

Operations Impact:

Growth Opportunities:

• Leadership Expansion: Potential to lead broader design initiatives within Small Business or transition to leading design for other strategic areas within Consumer & Community Banking.

• Strategic Influence: Opportunity to shape the future of financial services for small businesses, particularly in the insurance domain, by influencing product strategy and business direction.

• Skill Development: Deepen expertise in financial services, insurance products, and large-scale digital transformation through hands-on experience and exposure to executive-level decision-making.

• Team Building & Mentorship: Further develop leadership and people management skills by building and nurturing a high-performing design team.

📝 Enhancement Note: This is a pivotal role for an experienced design leader looking to make a significant impact within a leading financial institution. The growth trajectory is strongly towards senior leadership and strategic influence, with opportunities to shape major product lines.

🌐 Work Environment

Office Type:

Office Location(s):

Workspace Context:

• Collaborative Environment: The office setting is designed for collaboration, with shared workspaces, meeting rooms, and common areas to facilitate interaction between design teams and their cross-functional partners (Product, Tech, Data).

• Technology & Tools: Access to JPMorgan Chase's robust technology infrastructure, including enterprise-grade design software, collaboration platforms, and secure network access, will be provided.

• Team Interaction: Frequent opportunities for direct engagement with the design team, quad partners, and senior leadership through meetings, workshops, and informal discussions.

Work Schedule:

• Standard business hours (likely around 40 hours per week) are expected, with flexibility to accommodate project needs, critical deadlines, and cross-time-zone collaboration if applicable to broader teams.

📝 Enhancement Note: The on-site requirement suggests a preference for a highly integrated team environment where face-to-face collaboration is valued for strategic planning and complex problem-solving, particularly in a regulated industry.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

• Portfolio Review & Presentation: Candidates will be asked to present their portfolio, focusing on 2-3 key projects that demonstrate their leadership, strategic thinking, and experience in complex product/service design, ideally within insurance or financial services. This will involve discussing their process, challenges, and outcomes.

• Cross-functional Interviews: Interviews with key stakeholders, including peers from Product, Technology, and Data & Analytics, to assess collaboration style, strategic alignment, and problem-solving capabilities.

• Executive Interviews: Interviews with senior leadership (e.g., GM of Small Business DCE, other VPs) to evaluate strategic vision, leadership potential, and overall fit for an Executive Director role.

• Case Study/Workshop: Potentially a design-led workshop or case study exercise simulating a real-world problem relevant to Small Business Insurance, assessing strategic approach, facilitation skills, and ability to generate innovative solutions under pressure.

Portfolio Review Tips:

• Curate Strategically: Select projects that best highlight your leadership, strategic impact, and experience with complex, multi-channel, or service-oriented design. Prioritize insurance or financial services if possible.

• Tell a Story: For each project, clearly articulate the business context, the user problem, your specific role and contributions, the design process (emphasizing research and strategy), key decisions made, and the measurable impact (quantify outcomes whenever possible).

• Showcase Leadership: Demonstrate how you managed teams, influenced stakeholders, and navigated complex organizational dynamics.

• Highlight Service Design: Emphasize your ability to think holistically about the customer journey, not just individual touchpoints. Use journey maps, service blueprints, or similar artifacts.

• Prepare for Questions: Anticipate questions about your design philosophy, leadership style, experience with AI/innovation, and how you handle challenges and ambiguity.

Challenge Preparation:

• Understand the Domain: Familiarize yourself with the Small Business Insurance landscape, common customer needs, and key product types (P&C, GL, WC, Cyber).

• Think Systemically: Be prepared to address how design integrates with broader business strategy, technology platforms, and regulatory requirements.

• Practice Facilitation: If a workshop is expected, practice facilitating design thinking exercises, problem framing, and solution generation.

• Articulate Strategy: Be ready to discuss how you would approach developing a design strategy for a new or evolving product like Small Business Insurance.

📝 Enhancement Note: The interview process is designed to assess not just design skills but also strategic leadership, business acumen, and the ability to operate effectively within a large, complex financial institution. A strong portfolio that tells a compelling story of impact and leadership is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Slack, Microsoft Teams.

• Research & Synthesis: Dovetail, Miro, Mural, UserTesting.com, Qualtrics.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.

• Business Intelligence: Tableau, Power BI, Looker.

• Data Platforms: Access to internal data warehouses and BI tools to analyze customer behavior and product performance.

CRM & Automation:

• CRM: Salesforce (likely used across the organization, though specific implementation for Small Business Insurance may vary).

• Automation Tools: Potentially internal tools or integrations for workflow automation related to customer onboarding, policy management, or claims processing.

• Integration Platforms: Understanding of how design integrates with backend systems and APIs to enable seamless user experiences.

📝 Enhancement Note: While specific tool proficiency is not heavily detailed, a candidate should be comfortable with industry-standard design, collaboration, and analytics tools. The ability to work with data and understand system integrations is key, especially for an omni-channel strategy. Familiarity with common CRM systems like Salesforce is often beneficial in enterprise environments.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and serving the needs of small business owners, ensuring their financial journey is seamless and supported.

• Data-Driven Excellence: Utilizing data and insights to inform decisions, measure impact, and continuously optimize processes and experiences.

• Innovation & Agility: Embracing new technologies (like AI) and methodologies to drive innovation and adapt quickly to market changes.

• Collaboration & Partnership: Fostering strong, cross-functional relationships to achieve shared goals and deliver integrated solutions.

• Integrity & Accountability: Upholding the highest standards of ethical conduct, security, and responsibility in all aspects of work.

Collaboration Style:

• Integrated Quad Model: Working as a tight-knit unit with Product, Technology, and Data & Analytics, where design is a core partner from ideation through deployment.

• Transparent Communication: Open dialogue and sharing of insights, challenges, and progress across teams and with stakeholders.

• Constructive Feedback: A culture that encourages providing and receiving feedback to drive continuous improvement in design and processes.

• Cross-Functional Workshops: Regular use of collaborative sessions to co-create solutions, align on strategy, and solve complex problems.

📝 Enhancement Note: JPMorgan Chase's values likely emphasize integrity, client focus, teamwork, and innovation. For this specific team, the values will be augmented by a strong focus on design thinking, data-driven decision-making, and agile execution within a complex financial services environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Organization: Balancing the need for rapid innovation with the established processes, compliance requirements, and risk considerations inherent in a large financial institution.

• Building a New Offering: Establishing and scaling a best-in-class insurance offering within a brand known primarily for banking and credit card services, requiring deep understanding of customer needs and competitive landscape.

• Cross-Functional Alignment: Ensuring consistent vision and execution across multiple product teams and departments (Product, Tech, Data, Legal, Risk) to deliver a truly integrated experience.

• Data Integration & Personalization: Effectively leveraging vast amounts of customer data to personalize insurance offerings and proactively engage customers at the right moment, while adhering to privacy and security standards.

Learning & Development Opportunities:

• Industry Expertise: Deepen knowledge of the Commercial Insurance sector, including product intricacies, regulatory environments, and competitive dynamics.

• Financial Services Innovation: Gain insights into how major financial institutions leverage technology, data, and design to transform customer experiences.

• Leadership Development: Hone executive leadership skills, strategic planning, and large-scale team management within a Fortune 100 company.

• AI & Emerging Technologies: Explore and advocate for the application of AI and other emerging technologies to enhance customer experiences and operational efficiency in insurance.

📝 Enhancement Note: This role offers the chance to tackle significant strategic challenges at scale, contributing to a major business initiative for JPMorgan Chase. The growth opportunities are substantial for a leader looking to expand their expertise in financial services and drive impactful change.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a user-centered design strategy for a new Small Business Insurance product launch within a large financial institution like JPMorgan Chase?" (Focus on research, vision setting, and alignment with business goals).

• "Describe a time you led a design team to create a complex, omni-channel experience. What were the key challenges, and how did you ensure seamless integration across touchpoints?" (Highlight leadership, process, and problem-solving).

Company & Culture Questions:

• "What do you know about JPMorgan Chase's strategy for serving small businesses, and how does this role fit into that vision?" (Show research and strategic alignment).

• "Describe your experience working in a 'quad' partnership model (Design, Product, Tech, Data). How do you ensure effective collaboration and drive shared objectives?" (Assess teamwork and cross-functional skills).

Portfolio Presentation Strategy:

• Lead with Strategy: Begin each case study by clearly articulating the business problem, the user need, and the strategic objectives you aimed to achieve.

• Show, Don't Just Tell: Use visuals (wireframes, prototypes, journey maps) to illustrate your process and solutions. Explain why you made certain design decisions.

• Quantify Impact: Whenever possible, present data and metrics that demonstrate the positive outcomes of your work (e.g., increased conversion rates, improved NPS, reduced support tickets).

• Highlight Leadership: Emphasize your role in leading the team, influencing stakeholders, and navigating organizational complexities. Discuss how you mentored team members.

• Tailor to the Role: Connect your experience directly to the requirements of the Head of Design, Small Business Insurance role, emphasizing your insurance domain knowledge and omni-channel/service design expertise.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic leadership, a strong understanding of the insurance and financial services landscape, and the ability to operate effectively in a large, matrixed organization. A compelling portfolio that showcases impactful work and leadership is paramount.

📌 Application Steps

To apply for this operations position:

• Submit your application through the official JPMorgan Chase careers portal via the provided link.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in insurance (Commercial P&C, GL, WC, Cyber), omni-channel customer experience design, and service design. Select 2-3 of your most impactful leadership projects that demonstrate strategic thinking and measurable results.

• Resume Optimization: Update your resume to include keywords from the job description such as "Service Design," "UX Design," "Interaction Design," "Product Strategy," "Team Leadership," "Insurance Sector," and "Omni-channel strategy." Quantify your achievements with data where possible.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), focusing on leadership, strategic decision-making, and cross-functional collaboration. Prepare to walk through your portfolio projects in detail, emphasizing your thought process and impact.

• Company Research: Thoroughly research JPMorgan Chase's Small Business offerings, their stated mission for small business owners, and any recent news or initiatives related to their insurance or digital transformation efforts. Understand their core values and how your approach aligns with them.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.