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Design Strategist, Service Design

Req #: 180010904
Location: San Francisco, CA, US
Job Category: Marketing/Communications
Potential Referral Amount: 0 US Dollar (USD)


Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion and operations worldwide. Chase serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to


Chase is undertaking an aggressive digital transformation agenda, which builds on the success of the current mobile and online service offerings. Chase is investing in innovative ways to deepen customer engagement and profitability through the use of digital channels. The ambitions is to position Chase as the undisputed leader in digital financial services and payments to enable Chase to deliver the highly personalized, real time experiences that customers increasingly expect.



Job description

We are looking for a creative, seasoned, resourceful and inspired Design Strategist to envision and develop the future omnichannel banking experience for Chase. The ideal candidate will bring a customer obsessed mindset to driving change, innovation, and development through the organization. They will have led teams through complex service design programs, and will have demonstrated success across the full product lifecycle from concept, through development to launch.

Key responsibilities

  • Envision service concepts across a variety of platforms, developing comprehensive journey maps, service blueprints, and iterative physical and digital prototypes.
  • Work hands-on with internal teams and external consultants, to deliver inspiring and actionable designs that consider customer desirability, technical feasibility and business needs.
  • Develop, scope and lead service design programs, collaboratively with our internal partners including Digital and the Consumer and Community Bank business.


Key Skills

  • Masterful with Design Thinking methodology and process, can participate and contribute to new methods and offerings.
  • Adept at translating insights from user research, and synthesizing them into actionable design principles and concepts.
  • Can work independently with intelligent initiative, and collaborate easily and productively with teams.
  • Ability to quickly understand the needs of our internal clients and partners, especially as they relate to who their users are and what questions they need to have answered.
  • Proven experience collaborating cross-functionally, and influencing outcomes.
  • Excellent written and verbal communication skills, including the ability to clearly and effectively present concepts and justify design decisions.
  • Strong visualization skills a plus (sketching, 3D CAD, Adobe Creative Suite, etc.).


  • Adept and empathic human-centered designer, creative thinker and thought leader, who can conceive and articulate service experiences that consider physical and digital interactions – with a portfolio that includes a breadth of work.
  • 8+ years of experience with user experience, service design, design thinking and/or design research.
  • Experience with design consultancy on projects that encompass both brick and mortar retail and UX design, and/or an in-house role within a hospitality or retail business.
  • Degree in Design Research, Strategy or Planning, Interaction Design, Industrial Design, or relevant experience, with a strong track record.
  • Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment.
  • Must provide a resume, cover letter and portfolio (link or PDF).




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