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User Experience Design Lead

Job Description

About Chase

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: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to


JP Morgan Chase is committed to modernize the digital banking experience. Our Web and Mobile banking products are used by millions of customers everyday, and our numbers keep growing. Join the Digital Customer Experience team and help us design solutions that aspire to raise the quality of life of our customers each and every day.


About the role:
The Chase Digital Customer Experience team is looking for a driven, innovative experience design leader with a passion for service design. We are looking for an experienced design leader with a passion for transforming customer service experiences through innovative design thinking + problem-solving.
You will be leading a new multi-disciplinary team of designers, researchers, content editors + design strategists inventing end-to-end customer service experiences that span from a customer through to call center specialist. You will be responsible for thinking through these journeys in close collaboration with product managers, customer service experts and developers in order to create a delightful, seamless service experience. You will be pioneering a new way of working that puts our customer at the center of all we do. We are forming teams that align to our key customer journeys and empowering these teams to make decisions locally to design + deliver the best possible experience for our customers. You will be one of three key leaders (design, product management, development) responsible for both creating these new experiences and defining how Chase should innovate in how we discover, design + deliver experiences.
This leadership role requires a deep understanding of experience design + service design. You need to be a master of designing and delivering digital customer experiences across native mobile + web applications. You should have a track-record of thinking about customer journeys and working across the customer, front-office and back-office to create seamless customer experiences. You should have strong design craft across UX, UI, + service with a track-record in user research + design thinking. You need exceptional partnering skills to help define, evolve and lead your team in working closely with product management, development, call center specialists and designers across the Digital Customer Experience team. In addition to your team designing specific customer and call-center specialist experiences, you will be the advocate across the Chase Digital organization for key customer service journeys.
The Design Lead will be a player/coach with an equal emphasis on hands-on design, project leadership + strategic leadership. This position is based in our Delaware Technology Center, located just north of Wilmington. You will be co-located with your partners in product management + development. You will be part of the Chase Digital Customer Experience team with over 300 designers, researchers + content editors/strategists located in Delaware, New York, Columbus, Dallas, San Francisco and Seattle.
Come join us in setting a new bar in the design of omni-channel banking customer experiences!
 8+ years of experience in designing the UX/UI of mobile + web applications, experience with consumer application design preferred
  • 3+ years of experience leading a team of designers, experience leading cross-functional teams (design, research, content) preferred
  • Exceptional UX design skills with solid skills in UI design, design research
  • BFA or BA in related field, graduate design degree preferred 
  • Ability to synthesize complex, interdependent, and sometimes competing needs 
  • Effective communication of design solutions across roles & levels
  • Awareness and practical understanding of current technologies and their application and relevance to digital experiences 
  • Proven understanding of responsive web & mobile application design and wireframe development 
  • Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment 
  • Ability to influence others and provide thought leadership on design



Req #: 180040657
Location: Wilmington, DE US
Job Category: Digital
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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