Sr. Manager - Design, Product and Service Innovation - Consumer - NY Sr. Manager - Design, Product and Service  …

in New York, NY, United States
Permanent, Full time
Be the first to apply
in New York, NY, United States
Permanent, Full time
Be the first to apply
Sr. Manager - Design, Product and Service Innovation - Consumer - NY
At JP Morgan Chase, we have an obsession for helping our customers, taking care of our employees, a strong commitment to diversity and inclusion, building relationships, and delivering extraordinary customer service. Using the latest banking solutions combined with cutting edge financial technology you'll be front and center representing our brand, and providing superior customer service, to offer our customers the best solutions for their financial needs. If you are passionate about people, helping to improve the lives of our customers through financial solutions, education and advice, and want to join an exemplary team, then join us at JP Morgan Chase.

The Chase Branch Innovation Lab is looking for a creative a seasoned, resourceful and inspired Senior Manager, Product and Service Innovation, to envision and lead the development of breakthrough, technology-enabled customer experiences, using a human-centered design approach. The ideal candidate will bring a customer-obsessed mindset to driving change, innovation, and development through the organization. They will promote and sustain the advancement of creative tools, techniques, and strategies, and actively contribute to a culture of innovation and design excellence within the Branch innovation Lab. They will have led teams through complex service design programs, and will have demonstrated success across the full product lifecycle from concept, through development to launch.

Key responsibilities
  • Create a vision for future customer and banker experiences that live within and outside the four walls of our branches
  • Develop and articulate technology-enabled concepts that are shaped and informed by customer desirability, technical feasibility and business viability
  • Envision service concepts across a variety of platforms, developing comprehensive journey maps, service blueprints, and iterative physical and digital prototypes.
  • Work hands-on with internal teams and external consultants, to develop, scope and deliver inspiring and actionable service design programs
  • Works independently with intelligent initiative; self-directed, with sound judgement in prioritizing time and decision-making
  • Ability to scope and lead initiatives from beginning to end (ideation through prototype, and hand-off to pilot), leading teams and guiding the process, and educating colleagues about the human centered design process
  • Can set direct and influence others, within and outside the Branch Innovation Lab core team
  • Collaborates easily and productively with internal partners [IT (CCB, GTI), Digital, and Design] vendors, and consultants

  • Adept and empathic human-centered design practitioner, creative thinker and thought leader, who can conceive and articulate service experiences that consider physical and digital interactions - with a portfolio of case studies, including products and experiences that have gone to market, with positive business impact/results
  • 8 years of experience in product development, user experience, UX/UI or service design, design thinking and/or design research
  • 3 years of experience managing projects, leading teams and directing/guiding individual contributors
  • Experience within a consulting agency on projects that encompass both brick and mortar retail and digital experience (service design, UX design, development) and/or an in-house role within a hospitality or retail business, with a focus on omni-channel experiences
  • Knowledgeable and well-versed in Service Design tools and practices (experience mapping, service blueprinting, service scripts, etc.)
  • Degree in Design Research, Strategy or Planning, Interaction Design, Industrial Design, Engineering, or relevant experience, with a strong track record. Business and management experience a plus
  • Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment
  • Experience working with and presenting to senior executives
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