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Chase is looking for an experienced, broad-minded Senior Director of User Experience to help us evolve our design practice, improve quality, and collaborate with design, product, tech, data, and business partners across lines of business to create insights driven, seamless experiences for our small business merchants.
At Chase, we're proud to serve 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. We are 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 partners with with product, data, and technology to create a fully integrated, seamless, omni-channel experience across the entire customer life cycle.
The Design and Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase's Consumer and Community Bank. We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers.
The Senior Director, User Experience is a strategically important role, straddling executive leadership and the management efforts that get things done. Senior Directors drive change through relationships with executives and peers, situating their UX teams organizationally for broad impact. They work with executives to inform product and experience strategy, and collaborate with cross-functional peers to translate that strategy into a set of product development workstreams. Senior Directors work closely with the Managing Director to successfully navigate the organization, and frame their proposals in a way that will influence executives.
Senior Directors establish frameworks and practices for people management, and support direct reports through mentorship, professional development, and career-building. Senior Directors are the standard bearers for recruiting and hiring, working with other Managers to maintain a high bar for talent, crucial as we continue to scale our organization.
Senior Directors that succeed are strong diplomats and storytellers, using their relationship skills to bring non-designers into the work, and storytelling to persuade and influence stakeholders in order to drive user-centered desired outcomes.
What You'll Do
Our Desired Profile
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
Chase is looking for an experienced, broad-minded Senior Director of User Experience to help us evolve our design practice, improve quality, and collaborate with design, product, tech, data, and business partners across lines of business to create insights driven, seamless experiences for our small business merchants.
At Chase, we're proud to serve 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. We are 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 partners with with product, data, and technology to create a fully integrated, seamless, omni-channel experience across the entire customer life cycle.
The Design and Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase's Consumer and Community Bank. We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers.
The Senior Director, User Experience is a strategically important role, straddling executive leadership and the management efforts that get things done. Senior Directors drive change through relationships with executives and peers, situating their UX teams organizationally for broad impact. They work with executives to inform product and experience strategy, and collaborate with cross-functional peers to translate that strategy into a set of product development workstreams. Senior Directors work closely with the Managing Director to successfully navigate the organization, and frame their proposals in a way that will influence executives.
Senior Directors establish frameworks and practices for people management, and support direct reports through mentorship, professional development, and career-building. Senior Directors are the standard bearers for recruiting and hiring, working with other Managers to maintain a high bar for talent, crucial as we continue to scale our organization.
Senior Directors that succeed are strong diplomats and storytellers, using their relationship skills to bring non-designers into the work, and storytelling to persuade and influence stakeholders in order to drive user-centered desired outcomes.
What You'll Do
- Realizes success primarily through business results
- Build and manage a design organization across large Product or an entire Product Line; focus is less on individuals than the organization-operates through leverage and at scale
- Collaborate with Product and Engineering Executives to scope and plan work across lines of business, looking forward up to two years
- In partnership with design strategists, researchers, and content designers, lead the creative efforts for your team, across multiple parallel workstreams, establishing a vision for where the work is headed, and establishing a shared understanding of quality
- Use UX and product strategy to articulate a product vision, roadmap, and requirements, and organize the work of the teams
- Connect the team's work to an overarching strategy, cognizant of the competitive landscape, while navigating JPMC to situate teams for success
- Hold team, and self, accountable for quality work; participates in critique and other review
- Provide direction to direct senior leadership to position their organization for success
- Work executive connections to ensure the teams have the resources they need
- Drive creation of new product and business strategy at the intersection of user needs and business goals
- People management including 1:1s, professional development, performance reviews, etc.
- Annual financial and headcount planning
- Actively recruit and hire your team
Our Desired Profile
- Prior experience leading design organizations that shipped impactful products
- Has successfully managed moderate-sized teams (10+ people)
- Passionate advocate of putting our users at the heart of the work
- Success at bringing a range of people into the research and design process, including cross-functional partners (product managers, engineers, stakeholders from the business)
- Experience leading parallel programs of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement
- Strength in Interaction Design, Visual/UI Design, and Information Architecture
- Proficiency in adjacent skills such as User Research, UX Writing, Prototyping, and Service Design
- Excellent communication and presentation skills, including rationale and storytelling that persuades senior leaders
- Strong facilitation skills and experience employing a variety of methods and techniques; able to get senior executives (MDs and GMs) to actively participate in collaboration sessions
- Expertise in navigating the organization, recognizing the importance of these relationships to drive change
- Advocate for Accessibility Guidelines and Inclusive Design practices
- Orderly and organized, keeping themselves and their teams on task and on time
- Comfortable with structuring and planning design work in cross-functional contexts
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.
