Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.As a Service Design Senior Associate in CCB Digital Channels 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.You will join a team that sets the digital strategy, standards, and enables best-in-class unified and relevant experiences so that the customer sees not just one JPMC, but their JPMC.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 Contribute to the creation of visions ('north stars') that make strategy concrete Advance Chase's practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentationsRequired 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 Bachelor's Degree in relevant design discipline (e.g., Service Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience 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 Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops Has experience in synthesizing business thinking into user-centered design opportunitiesPreferred qualifications, capabilities, and skills Experience working in omnichannel service design delivery and experimentation. Illustration or storyboarding skills