JPMorgan Chase UX Design Director in San Francisco, California

About Chase

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.4 trillion and operations worldwide. Chase serves nearly half of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,200 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com.

Job Description

The JPMorgan Chase Consumer Banking Experience Design team is responsible for creating a simple, capable, cohesive, human + personal digital banking experience for our over 70 million customers. We work across every possible channel; from our rich web application to our mobile application to eATMs to a range of virtual assistant experiences. Experience design partners closely with developers, user researchers, design planners + content editors to create and realize visions for digital banking products and experiences. Chase has established itself as a digital leader amongst large financial institutions. We are now beginning the next chapter in our journey to establish Chase as a destination employer for design leaders ready to reinvent some of the most important digital experiences in the lives of 1 in 2 households in North America.

Position Summary:

We are looking for an experienced UX Lead to join our Consumer Banking experience design team. Based in our San Francisco SOMA studio, you will lead a team of interaction + visual designers focused on how customers interact with Chase to service their accounts. This includes tasks that range from simple to complex; e.g., checking on account balances to disputing card transactions to opening up an account. You will be leading design across a range of channels: text message to email to online/mobile app to virtual assistant. You will need to be comfortable and effective in leading the exploration of new experiences and in converting vision into design for our quarterly releases. You should have a balanced experience and understanding of strategy, research, interaction and visual design ... and a willingness to be hands-on in the creation of experiences.

As the UX lead for our consumer servicing experiences, you will first and foremost be responsible for re-inventing how customers meet their servicing needs. How do we combine the best of person-to-person and digital service to create a personal, human, capable, available experience for our customers? How do we blend our existing and emerging channels (branch, callcenter, chat, app, etc) to form a unique servicing experience that customers love?

You will partner with peer UX leads across the Chase Digital + Ops teams to understand the state of our foundational experience and lead the evolution of that foundation. You will need a passion for deeply understanding our customers through all channels (web analytics, voice of customer, qualitative + quantitative customer research) and be able to translate customer insights into multi-release roadmaps. You should have exceptional communication and soft influencing skills as this role requires regular communication and coordination with product managers, development managers + business stakeholders up to and including C-level executives.

If you can bring the urgency of a start-up with the scalable communication + influencing skills of an enterprise UX pro, we would love to talk to you about our team and our vision for how design can change how consumers interact and get in control of their finances in an elegant, emotionally positive + meaningful way.

Responsibilities:

  • Lead the design of Chase's consumer servicing experiences, including planning, design execution, + quality of coded design

  • Work with partners in data analytics and product management to understand customer feedback on our consumer online banking experience, develop roadmaps to address and improve our experience + influence our stakeholders to gain support for executing on our roadmaps

  • Own the vision and roadmap for the shared components in JPMorgan Chase's servicing experiences, including consumer, business + investment banking. Partner with design leaders across JPMorgan Chase to understand the state of our common servicing platform, develop a shared plan for how to evolve and improve our platform + work with development and product to execute on the plan

  • Lead a team of interaction and visual designers. Coach designers through reviews and informal feedback. Understand the career goals of designers and act as an advocate in supporting their career growth. Raise the capacity, skillset and quality of design from your team

  • Partner with the Head of User Experience and your peer UX Leads to develop a vision for consumer banking, grow the design team to enable that vision + develop world-class relationships with product and development to bring that vision to life

Qualifications:

  • BA (MA/MS, MFA preferred) in Design or a Design-related discipline

  • 10+ years of experience as an interaction or visual designer of web and/or mobile applications, experience with service design is a strong plus

  • 3+ years of experience leading design teams (interaction + visual), including management of designer's performance + careers

  • 5+ years working as a designer in an agile/scrum environment including 2+ years as the lead designer for a complex web and/or mobile application, prior experience working with distributed teams (design, dev, product) is a strong plus

  • strong and proven design thinking and story-telling skills; prior experience leading the creation of multi-release product visions

  • exceptional communication and partnering skills, including prior experience communicating to VP and C-level executives

  • proven understanding and experience of modern application technologies, including responsive web and hybrid (web in native mobile) app design

  • strong hands-on interaction and/or visual design skills; familiar with modern design tools (Sketch, Pixate/Framer/Principle, InVision, Zeplin, etc)

CCBD

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.