Experience Design, Business Banking Insurance - Vice President

As a Vice President Experience Design in Business Banking Insurance, you will play a pivotal role in shaping the user experience across our products and services while also owning key research activities-discovering customer needs, validating concepts, and translating insights into actionable experience strategy.

Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

JPMorgan Chase 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.

Job responsibilities

• Design and deliver end-to-end experiences by diagramming service flows and product features; producing wireframes, interaction models, and high-fidelity UI; and rapidly prototyping key journeys and touchpoints.
• Lead research-led design strategy for complex initiatives across multiple product areas; align experience outcomes to business goals, customer needs, and delivery constraints.
• Plan and conduct UX research (e.g., discovery interviews, concept testing, usability testing, diary/field research when applicable), including research design, recruitment partnership, facilitation, synthesis, and storytelling.
• Translate insights into experience direction by developing personas, journey maps, service blueprints, opportunity frameworks, and "north star" visions that guide teams toward customer-centric decisions.
• Drive iterative validation through test-and-learn cycles, partnering with analytics and product to define hypotheses, success metrics, and learning plans.
• Champion inclusive design and accessibility by embedding accessibility standards into workflows, reviewing work for compliance, and ensuring experiences support diverse needs and abilities.
• Collaborate across disciplines to integrate design and research into the product development lifecycle; influence prioritization, tradeoffs, and roadmap decisions with evidence.
• Mentor and uplift the team by coaching junior designers and contributing to craft standards, critique, and ways of working that improve quality and consistency.
• Leverage AI responsibly in the PDLC to accelerate exploration, prototyping, synthesis, and quality-while maintaining strong judgment, governance awareness, and human-centered outcomes.
• 5+ years of experience in UX/UI design, product design, service design, or related roles, with demonstrated ownership of end-to-end outcomes.
• Demonstrated ability to plan and execute UX research and to connect research findings directly to design decisions, prioritization, and measurable outcomes.
• Strong portfolio showcasing journey thinking and interaction/UI craft, including storyboards, flows, wireframes, prototypes, and shipped work.
• Proven ability to create customer-centered experience strategies, including "north star" visions and future-state concepts that influence cross-functional teams.
• Experience working in fast-paced, iterative environments with frequent testing, refinement, and stakeholder collaboration.
• Strong knowledge of inclusive design and accessibility (e.g., WCAG-informed practices), with experience embedding accessibility into design systems and delivery.
• Advanced technical literacy and comfort partnering with engineering (e.g., understanding front-end constraints, APIs/microservices, platform patterns, and how they impact UX).
• Excellent communication skills: ability to synthesize ambiguity, present clearly to senior stakeholders, and influence with data, insights, and design rationale.

• 5+ years of experience in UX/UI design, product design, service design, or related roles, with demonstrated ownership of end-to-end outcomes.
• Demonstrated ability to plan and execute UX research and to connect research findings directly to design decisions, prioritization, and measurable outcomes.
• Strong portfolio showcasing journey thinking and interaction/UI craft, including storyboards, flows, wireframes, prototypes, and shipped work.
• Proven ability to create customer-centered experience strategies, including "north star" visions and future-state concepts that influence cross-functional teams.
• Experience working in fast-paced, iterative environments with frequent testing, refinement, and stakeholder collaboration.
• Strong knowledge of inclusive design and accessibility (e.g., WCAG-informed practices), with experience embedding accessibility into design systems and delivery.
• Advanced technical literacy and comfort partnering with engineering (e.g., understanding front-end constraints, APIs/microservices, platform patterns, and how they impact UX).

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans