As an Experience Design Executive Director in Chase Home Lending, you will lead portfolio-level design strategy for end-to-end consumer Home Lending journeys, shaping more coherent cross-channel experiences across how customers explore, apply for, manage, and complete major lending experiences with greater clarity, confidence, and ease. This role is focused on the front end of experience transformation: translating ambiguous business opportunities into clear problem statements, facilitating discovery, exploring possible solutions, and shaping compelling concepts that can be carried forward by delivery teams. You will partner closely with business, product, marketing, technology, research, data, risk, and design leaders to align around the most valuable customer problems to solve, shape customer-facing value propositions, and influence the direction of future experiences.
You will manage and coach a team of experience designers, setting strategic direction, raising the quality of work, and helping designers connect their execution to broader customer, commercial, and portfolio outcomes. While your team may support different areas of the Home Lending portfolio, this role will provide upstream direction and thought leadership that helps teams move faster with greater alignment and a more cohesive end-to-end experience strategy. You will also help identify where AI-enabled, self-service, and agentic experiences can improve customer outcomes, reduce friction, shorten cycle times, reduce cost per loan, and create revenue opportunity while maintaining responsible, compliant, and trustworthy customer experiences.
Job responsibilities
- Define and lead design strategy for end-to-end consumer Home Lending journeys, connecting customer needs, business priorities, product strategy, and delivery realities into a clear experience direction.
- Orchestrate experience strategy across products, channels, and delivery teams within Home Lending, connecting fragmented efforts into a more coherent portfolio direction and end-to-end customer journey.
- Translate ambiguous business asks into clear problem statements, opportunity areas, principles, and decision-ready concepts that help partners align on what problem to solve and why it matters.
- Facilitate discovery, framing, co-creation, and concept development with cross-functional partners, turning complexity into simple, understandable ideas that energize stakeholders and create buy-in.
- Shape early-stage concepts, narratives, and experience strategies into actionable inputs that delivery teams can pick up, refine, and execute with confidence.
- Lead, coach, and develop a team of experience designers by setting direction, raising craft quality, providing feedback, and helping designers grow their strategic, facilitation, and storytelling capabilities.
- Influence business, product, technology, research, data, risk, and design partners upstream, downstream, and across the organization through clear storytelling, strong relationships, and customer-centered rationale.
- Partner with Marketing to connect customer insights, value propositions, campaign messages, and digital experience strategy, ensuring the customer promise is clearly set and fulfilled as customers move from awareness and consideration into the Home Lending journey.
- Shape experience strategies and concepts that can drive measurable customer and commercial outcomes, including stronger conversion, deeper engagement, higher customer satisfaction, improved pull-through, shorter cycle times, lower cost per loan, and revenue growth.
- Explore responsible AI-enabled experience opportunities, such as personalized guidance, document intelligence, proactive support, self-service journeys, and agentic workflows that improve customer and business outcomes.
- Use AI as part of day-to-day ways of working to accelerate discovery, research synthesis, concept exploration, validation, and design throughput while maintaining appropriate judgment and control awareness.
Required qualifications, capabilities, and skills
- 10+ years of experience or equivalent expertise in experience design, design strategy, service design, product design, or related disciplines, with demonstrated ability to shape complex digital and cross-channel experiences.
- Proven ability to frame ambiguous business problems, define customer-centered problem statements, and translate complexity into clear opportunities, concepts, and recommendations.
- Strong facilitation, discovery, journey mapping, concept development, storytelling, and stakeholder influence skills across multidisciplinary teams.
- Experience leading, coaching, and developing designers, including the ability to set direction, raise quality, and help teams connect design work to measurable business and customer outcomes.
- Ability to partner effectively with business, product, technology, research, data, risk, and control stakeholders in a complex, regulated environment.
- Demonstrated commitment to inclusive design, accessibility, customer trust, and responsible use of emerging technologies in customer-facing experiences.
- Ability to use qualitative and quantitative insight to inform priorities, shape concepts, and connect design decisions to measurable customer, commercial, and operational outcomes.
Preferred qualifications, capabilities, and skills
- Deep Home Lending, mortgage, refinance, home equity, or adjacent financial services domain expertise, with the ability to navigate complex customer journeys, operational dependencies, and regulatory considerations.
- Experience shaping customer-facing transformation initiatives that improved conversion, engagement, customer satisfaction, pull-through, cycle time, cost-to-serve, or revenue outcomes.
- Experience partnering with Marketing or Brand teams to shape customer-facing value propositions, align campaign promises to digital experiences, and create more seamless transitions from awareness and consideration into product engagement.
- Experience using AI-enabled tools and methods to accelerate discovery, research synthesis, concept generation, prototyping, validation, or design operations.
- Familiarity with agentic AI concepts, self-service experience models, AI-enabled guidance, document intelligence, or proactive customer support experiences.
- Track record of influencing senior stakeholders through clear narratives, compelling concepts, and practical recommendations that help teams move from ambiguity to aligned action.
- Experience working across multiple delivery teams or product areas, providing upstream strategic direction while enabling others to execute detailed design and delivery work.