As an Experience Design Lead, Vice President in Serving Operations, you will play a pivotal role in shaping the user experience across our products and services for customers and employees. As a core contributor, success in this role comes from a strong understanding of customer and business needs and thoughtful planning and coordination across product development teams, taming complexity for both our stakeholders and users. Your expertise in user experience 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, provide guidance to your peers, and collaborate with cross-functional teams to ultimately guiding better experiences. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

Key responsibilities

• Drive user-centered design strategy across multiple product lines, aligning business objectives and user needs
• Lead the end-to-end design process from concept ideation through final implementation, ensuring designs meet accessibility standards and responsive design principles
• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
• Adhere to and develop design standards, processes, and best practices that scale across the organization to ensure consistent, high-quality user experiences
• Champion user research initiatives including usability testing, user interviews, and analytics to inform design decisions, validate hypotheses, and optimize user experiences across various platforms and channels
• Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
• Collaborate with product management, engineering, and business stakeholders to ensure design solutions align with technical feasibility and business goals

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent industry expertise, with 3+ in user experience design lead or similar role
• Demonstrated ability of leading design projects from conception to launch, creating visual representations of user journeys, such as storyboarding, wireframes, and prototypes
• Excellent presentation and communication skills with the ability to articulate design decisions to stakeholders at all levels
• Strong facilitation skills for cross-functional meetings, design workshops, brainstorming sessions
• Demonstrated experience in inclusive design and accessibility guidelines, incorporating diverse perspectives and abilities into design solutions
• Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience
• Technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience
• Ability to understand and articulate how technical opportunities and constraints inform design solutions
• Understanding of agile development methodologies and experience working in fast-paced, iterative environments

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Experience working in complex business domains and/or large-scale enterprise environments
• Translate complex user insights and behavioral data into actionable design recommendations that improve user satisfaction and business metrics

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans