Service Design Senior Associate
Company: JPMorganChase
Location: Columbus
Posted on: April 1, 2026
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Job Description:
Description Join our dynamic team to redefine service design,
fostering innovative and inclusive customer experiences. As a
Service Design Senior Associate in Operations, 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. 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 Required
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 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 Preferred qualifications,
capabilities, and skills Experience working in complex business
domains and/or large-scale enterprise environments Ability to
understand and articulate how technical opportunities and
constraints inform design solutions Translate complex user insights
and behavioral data into actionable design recommendations that
improve user satisfaction and business metrics
Keywords: JPMorganChase, Kettering , Service Design Senior Associate, IT / Software / Systems , Columbus, Ohio
