Service Designer

The Sr. Digital Service Design Lead leads large and impactful initiatives within Secure Digital Channels Team (Web & Mobile Channels) utilizing a facilitative leadership style with senior design, research, product, and engineering leaders.

Though without formal direct reports, the Sr. Digital Service Design Lead must be comfortable and capable of leading multi-disciplinary teams across the full range of design practice, from up-front research, insights, and strategy, though to ideation, prototyping, and testing, and to delivery of final designs. They don’t need to be an expert at every step, but through their leadership and review, the teams execute at a high-level of quality.

Sr Digital Service Design Lead are expected to be strong partners with senior Product Management and Engineering Leads, developing product and business strategy, which informs prioritization, planning, and decisions across multiple product teams.

Job Responsibilities:

• Work to synthesize business strategy, analytics, and customer insights to define customer problems, audit existing journeys, and ultimately fuel future state experience strategy
• Ideate and conceptualize service concepts aligned to strategies defined by product and research, lead UX design to develop concepts, and provide recommendations for implementation
• Contribute to the creation of visions (“north stars”) that make strategy concrete and while work in a fast-paced environment to create strategic design concepts for the visions along with hands-on creation to develop and enhance existing experiences through effective artifacts (from customer journeys and ecosystem maps to design prototypes, wireframes, and the deliverables of final visual design specs)
• Advocate for Accessibility and Inclusive Design practices
• Lead multiple, parallel teams in the design and re-design of end-to-end experiences across our Digital Channels offerings
• Oversee upfront user research to better understand user needs and behaviors, and usability testing to see how your solutions work for users, in collaboration with Experience Researchers
• Advance Chase’s practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentations

Required qualifications, capabilities, and skills

• Experience creating service blueprints, illustrated journey maps, concept designs, service experience prototypes, empathy maps, and value proposition proposals to communicate ideas and designs
• Can direct self and others in both planning and structuring the work, and executing on expected levels of quality
• Experience leading a program of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
• Expertise in Service Design + Interaction Design, and strength in the visual craft or strategic storytelling frameworks + diagramming. Intermediate proficiency in adjacent skills such as User Research, UX Writing, and Prototyping
• Prior work involves leading collaboration with design teams (with other designers, UX researchers, and content designers) and cross-functional team, senior product managers and engineering leads
• Experience driving new business thinking and strategy through their user-centered design work and ability to explain designs with rationale rooted in user needs and business goals
• Proven understanding of the relationships between cross-platform paradigms (responsive web, native mobile, tablet), interaction behaviors of native operating systems (iOS & Android) and Technology and Expertise in Interaction Design, and strength in Visual/UI Design and Information Architecture

Preferred Qualifications, Capabilities, and skills

• Experience orchestrating work within larger companies; a leader with proven managerial abilities; excellent project leadership and interpersonal skills; ability to coach, mentor, and train peers on methods
• Advocate for Accessibility Guidelines and Inclusive Design practices
• Comfortable with structuring and planning design work in cross-functional contexts