JPMorganChase is on a journey to be the most recommended financial partner for small business owners in our communities as they start, run, and grow their business. By leveraging superior digital capabilities, our readily available human support model, and highly personalized, best-in-class, digital experiences, our growing Small Business Design & Customer Experience team will partner with product and technology to create a fully integrated, seamless, omni-channel experience across the entire customer life cycle.
As a User Experience Design, Executive Director in Design & Customer Experience, you will be the Head of Design for Small Business Insurance. You will play a crucial role in shaping what this new service will look like and delivering it into market, harnessing Chase’s customer scale, brand, ability to personalize leveraging data and strong digital capabilities. You will collaborate with and influence all levels of the organization to create insights driven, user-centered strategies for our Small Business Insurance Products, from discovery to deployment. As a manager, you will hire and look after the people on the team, through mentorship, professional development, and career-building. You will use a facilitative leadership style in partnership with the General Manager, and your quad partners in Product, Technology, and Data & Analytics, developing product and business strategy, which informs prioritization, planning, and decisions across multiple product teams.
This role is an opportunity to be at the forefront of building a best-in-class, integrated, digital-led P&C Insurance business within a leading financial services brand – focused on deepening relationships with our >7MM small business clients.
**Job Responsibilities **
- Lead the creation of new product and business strategy at the intersection of user needs and business goals, spearheading the development of experience-led visions (“north stars”) for Business Banking Insurance products
- Uncover user needs and contexts via primary and secondary research techniques and leverage learnings to come up with innovative ideas and ability to execute them.
- Lead the discovery and delivery of omni-channel experiences across digital, human, and agentic channels, taking a service design approach.
- Leverage the broader Chase data, product, and servicing ecosystem to meet customers in the right moment based off event triggers that signal need for coverage.
- Lead the strategic efforts for your team, in partnership with the Small Business DCE Leadership team, across multiple parallel workstreams, establishing a vision for where the work is headed, and establishing a shared understanding of quality
- Plan and structure work across multiple design/product teams
- Bring a user-centered design perspective to discussions around product vision, roadmap, and requirements with Product-level leadership
- Present the team’s work to cross-functional MDs and other executives
- Hire and manage a team of Service Designers, UX Designers, Researchers, and Content Designers including 1:1s, professional development, performance reviews, etc.
- Keep designers (and cross-functional peers) focused on product and business objectives, so they’re designing for customer impact
Required Qualifications, Capabilities and Skills
- Candidates must bring direct experience in the Insurance sector, including exposure to Commercial Property & Casualty Insurance, General Liability, Worker’s Compensation, and/or Cyber Liability. Domain expertise in a digital agency multi-carrier choice model would be an advantage.
- Bachelor’s Degree in relevant design discipline (e.g., Interaction Design, Human Computer Interface, User Experience Design, Service Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
- Minimum of 10 years of relevant work experience
- Experience leading the design of complex products, services, and/or product suites (complex means: multiple platforms or channels; multiple audiences to address; complicated information and data to manage and make clear)
- Has evaluated the goals and opportunities of an initiative and then worked to craft a program of work for the UX work stream which has included user research and synthesis, conceptualizing, designing, specification, QA, and deployment.
- Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior General Managers, Product Managers, Engineering leads, and other functional partners in Marketing, Legal, and Risk.
- Expertise in core craft skills such as Interaction Design, Service Design, and Information Architecture; strength in adjacent skills such as User Research, UX Writing, and Prototyping
- Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
- Has led new business thinking and strategy through their user-centered design work
**Preferred Qualifications, Capabilities and Skills **
- Advocate for and builder of AI experimentation and solutions across the product development lifecycle.
- Deep expertise in journey and service mapping, storytelling, product design, problem framing and solving design problems
- Pragmatic understanding of the core business model and value proposition for Business Banking
- Advocate for Accessibility Guidelines and Inclusive Design practices
- Comfortable with structuring and planning design work in cross-functional contexts
- Orderly and organized, keeping themselves and their teams on task and on time
- Familiar with HTML, CSS, and JavaScript, frameworks such as React, and mobile UI standards