Service Designer, Senior Associate

📍 Job Overview

Job Title: Service Designer, Senior Associate Company: JPMorgan Chase Location: New York, NY, United States Job Type: Full time Category: Customer Experience / Service Design Date Posted: 2025-09-23T19:19:55 Experience Level: Mid-Level (2-5 years) Remote Status: On-site

🚀 Role Summary

• This role is pivotal in developing end-to-end customer and employee experiences by leveraging advanced knowledge of service design principles, focusing on enhancing navigation of products and services.
• As a core contributor on the One Chase Experience Platform team, you will participate in executing service strategies for employees and customers within the financial services industry.
• You will identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences, with a focus on strategic thinking and decision-making.
• The position specifically supports the development of the JP Morgan Private Client offering, serving affluent households with concierge banking and personalized wealth advice.
• Collaboration with cross-functional teams is key to creating seamless, high-touch experiences across human, digital, and retail environments to acquire and deepen relationships with affluent customers.

📝 Enhancement Note: While the title is "Service Designer," the context provided by JPMorgan Chase and the specific mention of "One Chase Experience Platform team" and "Private Client offering" strongly suggest this role is deeply integrated into Go-To-Market (GTM) operations, particularly in customer acquisition, retention, and experience optimization within the financial services sector. The emphasis on 'service design principles' and 'end-to-end customer and employee experiences' aligns it with broader GTM strategy and operational excellence.

📈 Primary Responsibilities

• Design and implement end-to-end service experiences and draft comprehensive service blueprints to enhance direct and indirect customer and employee interactions for products of moderate complexity.
• Collaborate closely with cross-functional teams, including product, engineering, marketing, and sales, to thoroughly identify user needs, preferences, and expectations, ensuring the development of inclusive, accessible, and customer-centric products and services.
• Draft detailed journey maps and service blueprints to visualize, analyze, and optimize complex service processes, touchpoints, and interactions, proactively identifying key areas for strategic improvement and innovation.
• Design and actively facilitate engaging workshops with diverse stakeholders to gather insights, inform service journey maps, and co-create robust service blueprints.
• Create compelling experience maps and interactive service prototypes that clearly illustrate customer journeys and potential service improvements.
• Operate with a strong iterative design mindset, consistently incorporating user feedback, data insights, and market trends to continuously refine and improve the overall customer journey experiences of the company's offerings.
• Develop and deliver clear, concise, and impactful presentations to communicate findings, insights, and recommendations to stakeholders at various levels of the organization and to team members.

📝 Enhancement Note: The responsibilities highlight a deep dive into customer journey mapping and service blueprinting, which are critical components of GTM strategy. These activities directly inform sales enablement, marketing campaign design, and customer success initiatives by ensuring a cohesive and optimized client experience.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field, or equivalent practical experience. Experience: 3+ years of dedicated experience in service design, with a proven track record of focusing on end-to-end customer and employee experiences within complex organizations.

Required Skills:

• Proven ability in drafting comprehensive service blueprints, detailed journey maps, and creating compelling storyboards that effectively address both direct and indirect customer experiences for a diverse client base.
• Proficient knowledge of design thinking methodologies and user experience (UX) design principles, with a demonstrated ability to apply them effectively to projects of moderate scope that span multiple products or business disciplines.
• Prior experience in performing iterative design, sophisticated storyboarding, and strategic information architecture, with a history of delivering innovative and genuinely customer-centric solutions.
• Demonstrated strong visual design expertise and the ability to conceptualize and visualize complex ideas and processes clearly and effectively.
• Excellent presentation design capabilities and polished presentation skills, with the ability to articulate design concepts and findings to various audiences.

Preferred Skills:

• Proven expertise in designing exceptional experiences for affluent customer segments, drawing from experience in industries such as luxury goods and services, high-end hospitality, premium financial services, or exclusive travel services that cater to clients with a "white glove" service model.
• Deep understanding of the affluent banking and wealth management landscape, including specialized service offerings, premium financial products, and tailored client service models.
• Understanding of Customer Relationship Management (CRM) systems, their basic architecture, and their strategic business value in driving client engagement and retention.
• Demonstrated understanding of how user and service design directly connects with and drives broader business value and operational efficiency.

📝 Enhancement Note: The preferred qualifications specifically point towards a need for understanding the nuances of serving high-net-worth individuals, which is a critical segment for financial institutions. This implies that candidates should be able to articulate how design impacts client acquisition costs, lifetime value, and client retention rates – key metrics in GTM operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, demonstrating a clear understanding of the problem, your process, and the impact of your solutions.
• Include examples of detailed service blueprints and journey maps, highlighting how you identified pain points and opportunities for improvement in customer or employee journeys.
• Present case studies of iterative design processes, illustrating how user feedback and data were incorporated to refine solutions and achieve desired outcomes.
• Demonstrate experience in workshop facilitation, providing examples of how you've leveraged group input to drive service design initiatives.
• Include examples of prototypes or visual representations that clearly articulate complex service concepts and user flows.

Process Documentation:

• Documented methodologies for conducting user research, needs analysis, and stakeholder interviews to inform service design.
• Examples of creating and socializing service blueprints and journey maps that have been used to guide product development or operational improvements.
• Evidence of applying iterative design principles to refine service offerings based on testing and feedback.

📝 Enhancement Note: For a Senior Associate role, the expectation is a portfolio that not only showcases visual design but also strategic thinking and process rigor. Candidates should be prepared to walk through their design process, explain the rationale behind their decisions, and quantify the impact of their work, aligning with the operational drive for measurable results.

💵 Compensation & Benefits

Salary Range: For a Senior Associate Service Designer in New York, NY, with 3+ years of experience at a major financial institution like JPMorgan Chase, the estimated salary range is typically between $95,000 and $135,000 annually. This range is based on industry benchmarks for similar roles in high cost-of-living areas, considering the required experience level and the specialized nature of service design within financial services.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO), including vacation, sick leave, and holidays.
• Retirement savings plan (e.g., 401(k)) with company matching contributions.
• Employee Stock Purchase Plan (ESPP).
• Professional development opportunities, including training, conferences, and tuition reimbursement for relevant certifications.
• Access to employee wellness programs and resources.
• Potential for performance-based bonuses and incentives.

Working Hours: The standard working hours for this role are approximately 40 hours per week. While the role is on-site, there may be flexibility for occasional remote work or adjusted hours based on project needs and team agreements, though the primary expectation is full-time, in-office engagement.

📝 Enhancement Note: The salary estimate is derived from aggregated data for "Senior Service Designer" and "UX Designer" roles in New York City, adjusted for the "Associate" level and the specific industry context of financial services, which often offers competitive compensation. The benefits listed are standard for large financial institutions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services. JPMorgan Chase operates as a leading global financial services firm, offering a wide range of investment banking, commercial banking, transaction processing, and asset management services. This industry context demands a high degree of security, compliance, and a customer-centric approach, especially when serving affluent clients. Company Size: JPMorgan Chase is a very large enterprise, employing over 300,000 people globally. This scale means opportunities for broad impact, complex project management, and interaction with diverse teams and business lines. Founded: 2000 (through the merger of Chase Manhattan Corporation and J.P. Morgan & Co.). The company has a long history and deep roots in the financial sector, fostering a culture of stability, innovation, and long-term strategic planning.

Team Structure:

• The "One Chase Experience Platform" team likely comprises a mix of service designers, UX researchers, product strategists, and potentially business analysts, all working collaboratively.
• Reporting structures within such a large organization can vary, but this Senior Associate role would likely report to a Service Design Lead or a Manager overseeing experience strategy for specific client segments or platforms.
• Cross-functional collaboration is paramount, involving close partnerships with product managers, marketing specialists, sales teams, technology developers, compliance officers, and client relationship managers to ensure a unified customer experience.

Methodology:

• Data analysis and insights methods will be crucial, leveraging customer feedback, usage analytics, market research, and competitive analysis to inform design decisions.
• Workflow planning and optimization strategies will focus on mapping and improving customer journeys, identifying bottlenecks, and designing more efficient service processes.
• Automation and efficiency practices may be explored to streamline service delivery where appropriate, particularly in digital channels, while maintaining the high-touch experience for affluent clients.

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

📝 Enhancement Note: The company's size and industry imply a structured, process-oriented environment where design decisions must be well-justified with data and aligned with business objectives and regulatory requirements. Understanding this context is vital for candidates.

📈 Career & Growth Analysis

Operations Career Level: Senior Associate. This level typically signifies an individual contributor with significant expertise and the ability to work independently on complex projects. They are expected to contribute to strategy, mentor junior team members, and influence design decisions within their domain. For this role, it means influencing the design of services for a key, high-value customer segment. Reporting Structure: The Senior Associate Service Designer will likely report to a Service Design Manager or Director, who in turn reports into a broader Experience Design or Product organization. They will work closely with Product Owners, Business Analysts, and potentially GTM leads for the Private Client offering. Operations Impact: This role has a direct impact on revenue and business decisions by shaping the experience of affluent clients. By improving client acquisition, deepening relationships, and enhancing client satisfaction and retention, the service designer's work directly influences client lifetime value and overall profitability for the Private Client segment.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in service design methodologies, customer journey mapping, and experience strategy, with opportunities to specialize in financial services for affluent clients.
• Leadership Development: Potential to lead design initiatives, mentor junior designers, and contribute to the strategic direction of the One Chase Experience Platform.
• Cross-Functional Exposure: Gain broader business acumen by working across various departments (sales, marketing, product, technology, compliance) and understanding their operational needs and contributions to the client journey.
• Industry Specialization: Develop a niche expertise in designing for the unique needs of the affluent market within financial services, a highly valuable and specialized skill set.

📝 Enhancement Note: The "Senior Associate" title, combined with the focus on a specific, high-value client segment, suggests a role with significant responsibility and potential for career acceleration within JPMorgan Chase's customer experience and GTM functions.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment within JPMorgan Chase's New York City facilities. The company typically offers modern workspaces designed for collaboration and productivity. Office Location(s): New York, NY. This central location provides access to a vibrant business ecosystem and robust public transportation networks. Workspace Context:

• The workspace is expected to be collaborative, with opportunities for in-person brainstorming sessions, workshops, and team meetings with colleagues from the One Chase Experience Platform team and other cross-functional partners.
• Access to standard office technology, design software, and potentially dedicated research labs or prototyping tools will be available to support the design process.
• Regular interaction with product managers, business stakeholders, and other designers will foster a dynamic and communicative work environment.

Work Schedule: The role adheres to a standard 40-hour work week, with the expectation of being present in the office. While core hours will likely be established, some flexibility may be available depending on team needs and project deadlines, encouraging efficient workflow management essential for operations.

📝 Enhancement Note: The on-site requirement in New York City suggests a highly collaborative and structured work environment, typical of large financial institutions. This setting is conducive to deep dives into complex service design challenges and close alignment with business stakeholders.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.
• Portfolio Review & Design Exercise: Candidates will likely be asked to present their portfolio, showcasing relevant service design projects, journey maps, and service blueprints. This may be followed by a design challenge or case study that requires applying design thinking to a specific business problem relevant to affluent client services.
• Hiring Manager Interview: A deeper dive into experience, problem-solving skills, and alignment with the team's goals and JPMC's culture.
• Cross-Functional Stakeholder Interviews: Interviews with key partners (e.g., product, marketing, sales leads) to assess collaboration skills and understanding of business impact.
• Final Interview: Potentially with a senior leader to discuss strategic fit and long-term potential.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business problem, your role, the process you followed, and the quantifiable impact or outcomes of your service design work. Use metrics where possible (e.g., improved customer satisfaction, reduced service time, increased conversion rates).
• Showcase Process: Detail your approach to journey mapping, service blueprinting, and iterative design. Explain why you made certain choices and how you incorporated user feedback and business constraints.
• Tailor to Financial Services: Highlight any experience or understanding of financial services, particularly within the affluent client segment. If direct experience is lacking, articulate how your transferable skills apply.
• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use clear language and strong visuals to tell the story of your projects.

Challenge Preparation:

• Understand the Business: Research JPMorgan Chase, its Private Client offering, and the competitive landscape for affluent banking services.
• Practice Design Thinking: Be ready to apply design thinking principles to a hypothetical scenario, demonstrating your ability to empathize, define, ideate, prototype, and test.
• Articulate Trade-offs: Be prepared to discuss design decisions in the context of business constraints, technical feasibility, and regulatory requirements.
• Collaborative Mindset: Emphasize your ability to work with cross-functional teams and incorporate diverse perspectives.

📝 Enhancement Note: The interview process for a role like this at a large financial institution will be rigorous. A strong portfolio that demonstrates not just design skills but also business acumen and an understanding of operational impact is crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural for collaboration, ideation, and prototyping.
• Journey Mapping & Blueprinting Tools: Specialized software or robust collaborative platforms (e.g., Lucidchart, Smaply, or advanced features within Miro/Mural).
• Prototyping Tools: InVision, Axure RP, or advanced prototyping within Figma/Sketch.

Analytics & Reporting:

• Data Visualization Tools: Tableau, Power BI for understanding customer behavior and service performance metrics.
• Analytics Platforms: Google Analytics, Adobe Analytics (or similar enterprise-level analytics suites) for tracking digital touchpoints and user behavior.
• Survey & Feedback Tools: Qualtrics, SurveyMonkey for gathering direct customer insights.

CRM & Automation:

• CRM Systems: Familiarity with enterprise CRM platforms like Salesforce or internal JPMC systems is beneficial, understanding how service design integrates with customer data and relationship management.
• Project Management Tools: JIRA, Asana, Confluence for workflow management, documentation, and cross-functional team coordination.

📝 Enhancement Note: Proficiency in collaborative design tools like Figma and Miro is standard. For this role, understanding how service design outputs translate into actionable improvements within CRM and analytics frameworks is key, bridging the gap between design and operational execution.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of affluent clients, ensuring every interaction is tailored and valuable.
• Collaboration & Partnership: Valuing teamwork and open communication across departments to achieve shared goals for client experience enhancement.
• Innovation & Excellence: Continuously seeking new and better ways to serve clients and improve services, striving for the highest standards of quality.
• Integrity & Trust: Upholding the highest ethical standards and building trust with clients through reliable and secure service delivery.
• Efficiency & Impact: Focusing on designs that not only delight clients but also drive measurable business outcomes and operational efficiency.

Collaboration Style:

• Cross-functional Integration: Actively engaging with product, marketing, sales, technology, and compliance teams to ensure a holistic approach to service design and implementation.
• Process Review & Feedback: Encouraging a culture of constructive feedback and continuous improvement through regular design reviews and post-project retrospectives.
• Knowledge Sharing: Promoting the sharing of best practices, insights, and lessons learned within the design community and across the broader organization.

📝 Enhancement Note: JPMorgan Chase, as a financial institution, likely emphasizes values related to trust, integrity, and rigorous execution. Success in this role will depend on demonstrating how service design aligns with and upholds these core values.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing High-Touch and Scalability: Designing personalized, high-touch experiences for affluent clients while ensuring these services can be delivered efficiently and consistently across a large organization.
• Navigating Financial Services Complexity: Understanding and adhering to stringent regulatory requirements, compliance standards, and security protocols inherent in the financial services industry.
• Integrating Digital and Human Experiences: Seamlessly blending digital self-service options with personalized human interaction to create a cohesive and superior client journey.
• Stakeholder Alignment: Gaining buy-in and managing expectations across diverse stakeholder groups with varying priorities and perspectives.

Learning & Development Opportunities:

• Specialized Training: Access to internal and external training programs focused on advanced service design techniques, financial services industry trends, and affluent client management.
• Industry Conferences: Opportunities to attend leading design and financial services conferences to stay abreast of emerging trends and network with peers.
• Mentorship Programs: Participation in mentorship programs to receive guidance from senior leaders within JPMorgan Chase and develop leadership capabilities.
• Cross-Business Exposure: Potential to work on projects spanning different business lines within JPMorgan Chase, broadening understanding of the financial services ecosystem.

📝 Enhancement Note: The challenges outlined are common in large, regulated industries. Candidates who can articulate strategies for overcoming these obstacles, particularly through robust process design and stakeholder management, will be highly valued.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you've tackled, focusing on how you used service blueprints and journey maps to diagnose the problem and propose solutions for a specific customer segment. What was the business impact?" (Focus on process, impact, and client-segment understanding.)
• "How do you approach balancing the need for personalized, high-touch service with the demands of scalability and efficiency in a large organization like ours?" (Assess strategic thinking and operational awareness.)
• "Imagine you need to design a new onboarding experience for affluent clients. What key touchpoints would you focus on, and how would you ensure a seamless transition from sales to ongoing service?" (Prepare a mini-case study demonstrating your design process for a relevant scenario.)

Company & Culture Questions:

• "What do you know about JPMorgan Chase's Private Client offering, and how do you see service design contributing to its success?" (Demonstrate research and strategic alignment.)
• "How do you ensure your design solutions are inclusive and accessible, especially when catering to diverse client needs within the affluent segment?" (Showcase empathy and a commitment to broad user needs.)
• "Describe a time you had to influence stakeholders who were resistant to your design recommendations. How did you approach it, and what was the outcome?" (Assess negotiation, communication, and influence skills.)

Portfolio Presentation Strategy:

• Storytelling: Structure your portfolio presentations as narratives, clearly defining the problem, your role, your process, the solution, and the measurable results.
• Visual Aids: Use high-quality visuals of your service blueprints, journey maps, and prototypes. Annotate them to explain key insights and decisions.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value and ROI of your design work.
• Address Constraints: Be prepared to discuss how you navigated technical, business, or regulatory constraints in your projects.

📝 Enhancement Note: Interviewers will be looking for a candidate who can not only design beautiful and functional services but also understand the business context, operational realities, and strategic goals of JPMorgan Chase, particularly within the competitive affluent banking market.

📌 Application Steps

To apply for this operations-aligned Service Designer position:

• Submit your application through the provided Oracle Cloud portal link.
• Tailor your Resume: Highlight experience in service design, journey mapping, customer experience strategy, and any relevant work within the financial services or luxury client sectors. Quantify achievements with metrics where possible.
• Curate Your Portfolio: Select 2-3 key projects that best demonstrate your end-to-end service design capabilities, focusing on those that align with customer experience enhancement, process optimization, or strategic client engagement. Ensure your portfolio clearly showcases your process, deliverables (service blueprints, journey maps), and impact.
• Prepare Your Narrative: Be ready to articulate your design philosophy, your approach to solving complex problems, and how your skills translate to enhancing the experience for affluent clients at a large financial institution. Practice presenting your portfolio projects concisely and impactfully.
• Research JPMorgan Chase: Understand the company's mission, values, and specifically the Private Client offering. Familiarize yourself with their approach to customer experience and digital innovation in the financial sector.

⚠️ 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.