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JPMorgan Chase Bank
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Service Design Senior Associate

Service Design Senior Associate

JPMorgan Chase Bank

0 - 4 years

5 - 10 Lacs

hyderabad

Posted:1 day ago| Platform:

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Skills Required

compliance management research risk management stakeholder management continuous improvement user experience design financial services information architecture crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Join our dynamic team to redefine service design and shape the future of employee and customer experiences.

As a Service Design Senior Associate in Small Business, you play a pivotal role in developing end-to-end customer and employee experiences by leveraging advanced service design principles. You will identify gaps, solve complex problems, and make informed recommendations to enhance experiences, contributing to the continuous improvement of our products and services.

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
Drive discovery activities to uncover users needs, pain points, and opportunities

Required qualifications, capabilities, and skills

Three years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the ficial services industry
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
Ability to translate complex research data into actionable recommendations and design strategies
Ability to proactively manage tasks, stay organized, and maintain progress with limited guidance, demonstrating initiative and reliability

Preferred qualifications, capabilities, and skills

Excellent communication and stakeholder management skills, with the ability to present complex concepts to both technical and non-technical audiences
Experience working with CRM systems, data tagging, and client segmentation, preferably within ficial services or a related industry
Understanding of compliance, risk management, and internal controls in ficial services, with the ability to design solutions that adhere to regulatory requirements and organizational policies
Knowledgeable with information architecture, taxonomy, and systems design

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Service Design Senior Associate